Senior Manager - Service Excellence - IT/ITeS Managed Services Delivery

As a Senior Manager - Service Excellence, your role will involve driving process and service excellence within the Managed Services domain. Your key responsibilities will include: - Defining and implementing frameworks for service quality and operational excellence. - Driving standardization, automation, and optimization across Managed Services. - Applying Lean & Six Sigma Black Belt methodologies to reduce defects and improve efficiency. - Identifying opportunities for automation and AI-driven enhancements. - Implementing automation and AI-driven solutions for efficiency and cost optimization. - Monitoring delivery KPIs and operational metrics across the assigned domain. - Driving root cause analysis and implementing corrective actions for service deviations. - Initiating cost optimization, productivity improvement, and risk mitigation efforts. - Ensuring adherence to ITIL4 principles and service management best practices. - Maintaining compliance with contractual SLAs, regulatory requirements, and risk controls. - Defining best practices, ensuring alignment with industry standards, and enforcing domain-specific standards and controls. - Partnering with clients and internal leadership for transparency and trust. - Conducting executive-level reviews, presenting improvement roadmaps, and collaborating with internal functions for standardization and industrialization. In terms of qualifications, you should have: - 12+ years of experience in IT/ITES Managed Services delivery, with at least 5 years in a leadership role. - Certifications in Six Sigma Black Belt (mandatory) and 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 for this role include: - Being a strategic thinker with a passion for operational excellence. - Ability to influence and lead cross-functional teams effectively. - Strong analytical and problem-solving skills. - Experience in automation, AI/ML adoption, and compliance frameworks. As a Senior Manager - Service Excellence, your role will involve driving process and service excellence within the Managed Services domain. Your key responsibilities will include: - Defining and implementing frameworks for service quality and operational excellence. - Driving standardization, automation, and optimization across Managed Services. - Applying Lean & Six Sigma Black Belt methodologies to reduce defects and improve efficiency. - Identifying opportunities for automation and AI-driven enhancements. - Implementing automation and AI-driven solutions for efficiency and cost optimization. - Monitoring delivery KPIs and operational metrics across the assigned domain. - Driving root cause analysis and implementing corrective actions for service deviations. - Initiating cost optimization, productivity improvement, and risk mitigation efforts. - Ensuring adherence to ITIL4 principles and service management best practices. - Maintaining compliance with contractual SLAs, regulatory requirements, and risk controls. - Defining best practices, ensuring alignment with industry standards, and enforcing domain-specific standards and controls. - Partnering with clients and internal leadership for transparency and trust. - Conducting executive-level reviews, presenting improvement roadmaps, and collaborating with internal functions for standardization and industrialization. In terms of qualifications, you should have: - 12+ years of experience in IT/ITES Managed Services delivery, with at least 5 years in a leadership role. - Certifications in Six Sigma Black Belt (mandatory) and 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 for this role include: - Being a strategic thinker with a passion for operational excellence. - Ability to influence and lead cross-functional teams effectively. - Strong analytical and problem-solving skills. - Experience in automation, AI/ML adoption, and compliance frameworks.