GDS Consulting Service Excellence Lead-Black Belt
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Job Title: Service Excellence Leader (Black Belt) - MS EY Comply
Experience Level: Manager/ Senior Manager 1
Role Overview
We are hiring multiple Process/Service Excellence Leaders to drive service and operational excellence across Managed Services engagements in specialized domains.
Candidates must possess strong domain knowledge in regulatory reporting, compliance frameworks, and asset management to ensure adherence to industry standards, mitigate risks, and optimize governance processes.
These leaders will be responsible for ensuring delivery quality, adherence to SLAs, embedding best practices, and leading continuous improvement initiatives leveraging Six Sigma, ITIL4, AI, and Automation.
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Core TechOps Operating Model Expertise
oStrong working knowledge of end-to-end managed services lifecycle: Transition Steady State Continuous Improvement Renewal
oDeep understanding of run operations constructs: Incident, Problem, Change, Service Request, Knowledge Management
oService Level Management (SLAs, OLAs, XLAs)
oFamiliarity with operational KPIs: MTTR, MTTA, backlog, ticket ageing, FCR, availability, capacity utilisation
Platform & Infrastructure Context
oExposure to one or more TechOps domains: AMS, SAP, Guidewire / Insurance, Cloud operations (Azure/AWS/GCP), Digital Engineering
oAbility to understand tooling ecosystems: ITSM tools (ServiceNow, Remedy, etc.)
oMonitoring/observability tools (Dynatrace, AppDynamics, Azure Monitor, etc.)
Automation Strategy in TechOps
oAbility to identify automation opportunities across: Ticket lifecycle (auto-assignment, categorisation, resolution); Monitoring & alerting (event correlation, alert noise reduction); Runbook automation / self-healing scripts
oAbility to work across tools: ITSM + monitoring + automation + dashboards
oDrive: Integrated control towers / dashboards / cockpits for real-time insights
oEnable visibility into: Predictive insights, early warning signals, and risk trends
Required Skills & Qualifications
- Experience: 15+ years in IT/ITES Managed Services delivery, with at least 5 years in a leadership role.
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Certifications:
- Six Sigma Black Belt (mandatory)
- ITIL4 Foundation or higher (preferred)
- Strong knowledge of AI, automation tools, and digital transformation strategies.
- Proven track record in process excellence and service delivery improvement.
- Excellent communication, stakeholder management, and leadership skills.
Preferred Attributes
- Strategic thinker with a passion for operational excellence.
- Ability to influence and lead cross-functional teams.
- Strong analytical and problem-solving skills.
- Experience in automation, AI/ML adoption, and compliance frameworks.
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