Join EY and embark on a career path as unique as you are, leveraging global scale, support, and an inclusive culture to become your best self. Your unique perspective is crucial in helping EY achieve even greater success. Build an exceptional experience for yourself and contribute to a better working world for everyone.

This Assistant Director role focuses on leading service transformation, process excellence, continuous improvement, and IT Service Management across business and technology-enabled services. You will partner with senior stakeholders to elevate end-to-end service performance, operational efficiency, customer experience, resilience, and value realization through Lean/Six Sigma, ITIL, Agile, process re-engineering, and digital capabilities.

Assess end-to-end processes and services to identify performance gaps, waste, and improvement opportunities. Design future-state processes focused on simplification, standardization, automation, and enhanced experience. Lead process re-engineering, maturity assessments, and develop improvement roadmaps. Define key performance indicators (KPIs), service measures, and governance frameworks. Apply ITIL-aligned practices across Incident, Problem, Change, Request, Knowledge, and Service Level Management. Strengthen service ownership, service catalogues, SLAs/XLAs, and governance. Drive Problem Management and Root Cause Analysis for recurring issues. Assess ITSM maturity and identify opportunities for simplification and automation. Establish and govern continuous improvement and transformation portfolios. Facilitate Lean, Design Thinking, and process-discovery initiatives. Identify and prioritize opportunities based on business value and customer impact. Leverage automation, Power Platform, process mining, AI, and Copilot to enhance service outcomes. Establish integrated performance frameworks and translate performance gaps into structured improvement initiatives. Assess and redesign operating models across people, process, technology, data, and governance. Define clear service ownership, roles, and cross-functional governance.

A Bachelor's or Master's degree in Engineering, Technology, Business, Management, or a related discipline is required. We are seeking candidates with 14+ years of relevant experience in process/service excellence, transformation, or IT Service Management. Experience in leading complex, cross-functional, and global transformation initiatives is essential. A Lean Six Sigma Black Belt or Lean Practitioner certification is preferred. ITIL 4 Foundation is expected, with advanced ITIL qualifications being advantageous. Experience with Agile/Scrum and solutions like ServiceNow, Power Platform, process mining, automation, or AI is desirable. Success in this role hinges on strategic thinking, transformation leadership, structured problem-solving, a strong service orientation, data-driven decision-making, executive influencing, change leadership, a digital and AI mindset, and global collaboration.