Join a leading global organization dedicated to building a better working world. We foster a culture of continuous learning and growth, offering unparalleled training, opportunities, and creative freedom. At EY, your career path is yours to build, with limitless potential and motivating experiences to help you achieve your professional best.

The National sector-agnostic teams at EY collaborate across various industries, providing a well-rounded experience. Our People Consulting professionals strategically align client people agendas with overarching business goals, placing Humans@Center of transformation journeys to drive sustainable change through their workforce. We empower organizations to reimagine their future workforce, ensuring they possess the right talent, skills, and roles at the optimal cost, transforming their people strategy into a competitive advantage.

Key areas of focus include Organization and Workforce Transformation, Change Experience & Learning, Purpose, Culture and Leadership, and HR Transformation, Systems and Rewards. We leverage proprietary tools and innovative platforms to deliver impactful solutions.

As the BOT Service Delivery Lead, you will oversee the day-to-day operations of a global Shared Services Center (SSC) managed via a Build-Operate-Transfer (BOT) model. This includes ensuring service delivery performance, managing stakeholders, upholding governance, and executing transitions to achieve successful operational handover.

Key responsibilities encompass leading daily service delivery, owning operational performance metrics (SLAs, KPIs), and managing operational risks. You will also support SSC setup, ensuring operational readiness for service transitions and driving standardization and continuous improvement initiatives.

Engage with client stakeholders as the primary operational contact, building trusted relationships and leading governance forums. Oversee transition planning and execution, monitor migration performance, and ensure effective coordination across all parties. Foster a high-performing, client-centric culture by leading and developing delivery managers and operational leaders.

Prepare for the transfer of operations by ensuring documentation, governance processes, and management capabilities are ready, minimizing disruption during ownership transition.

We require a Bachelor's Degree in a relevant field such as Business Administration, Commerce, Management, Engineering, Human Resources, Finance, or Operations Management. A Master's degree or MBA in a related management or operations discipline is preferred.

This role demands 12-18 years of comprehensive professional experience, with a minimum of 5 years specifically in Shared Services, Global Capability Centers (GCC), Business Process Outsourcing (BPO), Managed Services, or equivalent service delivery leadership roles.

Proven experience in leading large service delivery teams, managing client-facing operations, and owning performance objectives (SLA, KPI, financial) is essential. Experience supporting the setup of SSCs, GCCs, or captive centers, along with leading business transitions or transformations, is highly valued. Experience in BOT delivery, global operations, or consulting is considered a significant advantage.

Essential skills include strong leadership capabilities such as executive stakeholder management, client relationship management, team leadership, strategic planning, problem-solving, and change leadership. Functional expertise in Shared Services Operations, Service Delivery Management, SLA/KPI management, governance, transition management, and operational excellence is crucial. Proficiency in advanced Microsoft Excel and PowerPoint, along with data analysis and reporting tools like Power BI, is also required.