Technology Consulting - Service Quality Management or IT Process Improvement - Cairo
EY
Whole industries have been disrupted and transformed in recent years by technology. As a technology consulting professional specializing in Service Quality Management and IT Process Improvement, you’ll help businesses enhance service delivery and operational efficiency — supporting strategy and being a key growth driver. As part of a high-performing team, you’ll deliver exceptional client service — providing advice on how effective quality management and process improvement contribute to organizational success.
As organizations look to leverage the advantage technology offers, we’ll work with you to develop the consultancy and analytical skills that you’ll need in today’s environment. Working on projects that cross borders and sectors, the experiences you gain here will be more valuable than anywhere else. So, whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
The Opportunity
As a Consultant specializing in Service Quality Management or IT Process Improvement, you will be part of a larger engagement team serving one client at a time. You will play a critical role in defining service quality frameworks, overseeing performance metrics, and facilitating process improvement initiatives across IT functions.
Role 1: Service Quality Management
Key Skills:
- A candidate with a strong understanding of SLAs (Service Level Agreements), KPIs (Key Performance Indicators), quality management principles, root cause analysis, knowledge management, and continuous service improvement.
- Define and maintain service quality frameworks, SLAs, and KPIs to ensure optimal service delivery.
- Oversee dashboards and facilitate regular service reviews with stakeholders to assess performance.
- Lead continuous improvement, problem elimination, and quality initiatives to enhance service outcomes.
- Embed customer satisfaction and performance metrics into governance reporting for transparency and accountability.
Role 2: IT Process Improvement
Key Skills:
- Conduct process maturity assessments and align outcomes with recognized frameworks to identify improvement opportunities.
- Design and maintain governance for process documentation and improvement initiatives to ensure consistency and compliance.
- Facilitate change management and adoption across IT functions to drive process enhancements and operational efficiency.
To qualify for the role, you must have:
- A bachelor’s or master’s degree in a relevant field.
- Approximately 5+ years of related work experience in service quality management and IT process improvement.
- Strong analytical skills with the ability to assess service quality and process maturity.
- Excellent communication skills, with the ability to articulate complex concepts to diverse audiences.
- A proactive approach to problem-solving and a strong desire to learn new technologies and methodologies.
What we look for
Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization.
What we offer
We offer a competitive compensation package where you’ll be rewarded based on performance and recognized for the value you bring to our business. Plus, we offer:
- 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.
If you can demonstrate that you meet the criteria above, please contact us as soon as possible.
The exceptional EY experience. It’s yours to build.
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