Delivery Excellence and Quality Assistant Director

Description

Location: Katowice - 2 days in office / 3 days remote Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY. The opportunity Delivery Excellence & Quality Manager plays a critical role in ensuring consistent, high‑quality delivery across engagements by driving robust quality frameworks, operational excellence, and continuous improvement. The role partners closely with delivery leaders, account teams, and leadership, acting as a trusted advisor on delivery health, risk management, governance, and adherence to global quality standards. The position operates in a highly international environment, supporting complex technology and consulting engagements across service lines.

What we offer

• EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

Ideally, you’ll also have

• Experience with tools such as JIRA, Azure DevOps, TFS

• Knowledge of ITIL v4, Lean, Six Sigma, DevOps, and automation practices

• Experience supporting ISO / CMMI / industry quality certifications

• Exposure to global delivery models and offshore–onshore governance

Skills and attributes for success

• Core Skills:

• Strong understanding of Delivery Excellence, Quality Management, and Service Governance

• Advanced analytical and problem‑solving skills

• Excellent stakeholder communication and influencing abilities

• Ability to operate independently across multi‑account, multi‑geography environments

• Strong documentation, governance, and reporting discipline

• Technical & Methodological Expertise:

• Quality Management Systems (QMS)

• Agile, Waterfall, and hybrid delivery methodologies

• Metrics, KPIs, and performance analysis

• Risk management and escalation handling

• Project and service delivery auditing

Your key responsibilities

• Delivery Excellence & Quality Governance:

• Own and oversee end‑to‑end quality governance across assigned engagements and portfolios

• Act as the first line of quality assurance and internal control for delivery teams

• Ensure delivery adherence to EY quality standards, QMS, and global frameworks

• Serve as single point of contact for quality matters within assigned portfolios

• Performance Monitoring & Reporting:

• Define, implement, and govern delivery performance metrics and dashboards

• Publish monthly and quarterly delivery excellence dashboards for leadership

• Conduct CSAT analysis, identify trends, and drive improvement actions

• Track delivery risks, escalations, and RED/Ambers engagements proactively

• Risk Management & Continuous Improvement:

• Identify delivery risks, conduct root‑cause analysis, and recommend mitigation plans

• Facilitate quarterly delivery reviews and follow‑ups with delivery and account leadership

• Drive service delivery improvement initiatives aligned to cost, quality, and predictability

• Support recovery and stabilization of challenged or underperforming engagements

• Process & Framework Implementation:

• Govern process implementation from project initiation through closure

• Ensure SOPs, guidelines, templates, and checklists are current and published in QMS

• Lead process compliance checks, audits, and gap assessments

• Support adoption of Agile (Scrum), Waterfall, and hybrid delivery models

• Audit & Compliance:

• Plan and conduct internal delivery and process audits

• Monitor effectiveness of process implementation and control mechanisms

• Support compliance with industry certifications and quality standards (e.g., ISO, CMMI, ITIL where applicable)

• Act as quality interface for external audits and assessments, as required

• Stakeholder Engagement:

• Partner with Delivery Leaders, Project Managers, and Account Leadership

• Participate in delivery status calls to provide independent quality oversight

• Facilitate regular governance forums and action tracking

• Contribute to leadership‑led quality, productivity, and automation initiatives

To qualify for the role, you must have

• 10+ years of experience in Delivery Excellence, Quality, Service Management, or IT Governance

• Strong exposure to software delivery, consulting, or managed services environments

• Proven experience managing delivery risks, escalations, and quality reviews

• Ability to engage across multiple organizational levels, including leadership