Operations Analyst - Delivery Excellence

Description

Delivery Excellence and Quality Senior Associate Location: Wrocław - 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 The Delivery Excellence & Quality Senior Consultant supports consistent, high‑quality delivery across engagements by executing quality frameworks, monitoring delivery performance, and driving continuous improvement initiatives. The role works closely with Delivery Leaders, Project Managers, and Quality Managers to ensure adherence to EY delivery standards, proactive risk management, and strong client satisfaction outcomes. This position operates in a global delivery environment, contributing to complex technology and consulting engagements across service lines. What we look for A quality‑focused professional with strong execution discipline Someone who combines process rigor with practical delivery understanding A collaborative team player capable of influencing outcomes without formal authority

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.

Requirements

• Hands‑on experience with JIRA, Azure DevOps, TFS, or similar tools

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

• Exposure to managed services or global delivery models

• Experience supporting ISO / CMMI / internal quality frameworks

Requirements

• Core Skills:

• Strong understanding of delivery excellence, quality, and service governance concepts

• Analytical mindset with ability to interpret delivery metrics and trends

• Clear and professional communication and stakeholder engagement skills

• Ability to operate across multiple teams and engagements simultaneously

• Methodologies & Tools:

• Agile (Scrum), Waterfall, and hybrid delivery models

• Quality management systems (QMS)

• Risk and issue tracking

• Metrics definition and analysis

Zakres obowiązków

• Quality Execution & Delivery Governance:

• Support implementation of delivery excellence and quality frameworks across engagements

• Act as part of the internal quality control function, ensuring compliance with EY standards

• Assist in embedding standard delivery processes, templates, and governance models

• Provide execution‑level governance support to delivery and account teams

• Delivery Monitoring & Performance Analysis:

• Track delivery health indicators including schedule, quality, risk, and client satisfaction

• Prepare delivery excellence dashboards, metrics, and reports for leadership review

• Support CSAT analysis, identify trends, and propose improvement actions

• Participate in delivery status calls to highlight risks, issues, and corrective measures

• Risk Management & Issue Resolution:

• Identify delivery risks and early warning signals across engagements

• Support root‑cause analysis and corrective action planning

• Assist teams in mitigating delivery challenges before escalation

• Contribute to stabilization of challenged or at‑risk engagements

• Process Implementation & Continuous Improvement:

• Support process setup and tailoring from project initiation to closure

• Ensure adherence to standard operating procedures (SOPs) and quality guidelines

• Assist in process compliance checks, reviews, and internal audits

• Identify improvement opportunities aligned to operational excellence and efficiency

• Audit, Compliance & Certifications Support:

• Support internal and external quality audits and assessments

• Assist in performance gap analysis aligned to industry best practices

• Contribute to initiatives related to industry certifications and quality standards

• (e.g., ISO, ITIL, CMMI, where applicable)

• Stakeholder Collaboration:

• Work closely with Delivery Managers, Project Managers, and Quality Leads

• Support governance forums, action tracking, and follow‑up activities

• Contribute to organization‑wide initiatives such as productivity improvement and automation

Requirements

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

• Experience supporting technology or consulting delivery environments

• Exposure to delivery performance monitoring, audits, and risk management

• Ability to collaborate across multiple organizational levels