Area Quality and Governance Lead

Area Quality and Governance Lead

Location : Wrocław

Hybrid model : 2 days 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 Quality and Governance Lead is the primary interface between the Device Experience and Platforms team and the managed services provider, and is responsible for managing the outsourced arrangement and relationship. This role ensures that the vendor delivers high quality services aligned with contractual obligations, performance metrics, and business objectives. The Governance Lead acts as a key liaison between internal stakeholders and the vendor, driving accountability, service excellence, and continuous improvement through structured governance frameworks, performance monitoring, and effective issue resolution.

This role will focus on fostering collaboration, enhancing service delivery, and implementing initiatives that improve operational efficiency. By leveraging analytical insights and strategic decision-making, the Quality and Governance Lead plays a key role in optimizing vendor performance and overall success of EY's business goals.

Essentially, this role requires a professional with a solid foundation in vendor governance, contract management, and IT service delivery.

Your key responsibilities

• Effectively partners with Managed Service provider to ensure contractual and EY business requirements are met.
• Develops and demonstrates an in-depth knowledge of the services agreement.
• Evaluates vendor performance by monitoring service levels and implementing service improvement plans to optimize efficiency and effectiveness.
• Collaborates with Product Owners to gather feedback on vendor performance, identify opportunities for improvement, and address issues and challenges to enhance service quality.
• Leads governance meetings, service reviews, and performance reviews to ensure accountability, track progress, and drive continuous improvements aligned with business objectives.
• Monitors service performance metrics, including SLAs and KPIs, analyzing trends and discrepancies to proactively mitigate risks, resolve inefficiencies, and ensure compliance.
• Collaborates with the vendor to drive innovative solutions that enhance operational efficiency, leveraging new technologies and industry best practices.
• Drives internal customer satisfaction surveys, utilizing NPS insights to gather feedback and develop action plans that enhance service delivery and improve customer experience.
• Leads the process to implement new Statements of Work for new projects and amendments, ensuring alignment with the current Master Services Agreement.
• Implement risk management strategies to identify and mitigate potential issues with the managed services provider, ensuring business continuity.
• Monitors end to end service performance and provider service levels and determines the actions and impact on the outsourced partner relationship / contractual agreement.
• Ensures rigorous application of pricing terms and maintains awareness of market pricing.
• Manages the risks identified throughout the lifecycle of the agreement, , quality, end user acceptance, business disruption, customer satisfaction.
• Identifies and executes service improvement initiatives for both internal processes and service provider performance, ensuring enhanced efficiency and effectiveness in service delivery.

Analytical / Decision Making Responsibilities :

Supervision Responsibilities :

Skills and attributes for success

Education :

Experience :

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations – Argentina, China, 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.

About EY

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