Service Delivery Manager- PEX

Job Title : SDM PEX - (Tech)
JD -
● Drive continuous improvement through training, coordination and implementation of
principles of Lean/Six Sigma in day-to-day operations
● Lead hands-on application of Lean tools to eliminate waste and execute high-impact
process improvement projects in addition to mentoring and facilitation of Green Belt
projects
● Analyze current situation (As-is), identify improvement opportunities and recommend
& implement measures (To-be) to re-engineer processes
● Act as a Change Agent and work closely with Operation, Transition, Training, and
Clients to optimize Quality, Efficiency, Cost and Customer Value in multiple client
engagements
● Communicate and collaborate with internal stakeholders and customers (both at
onsite and off-shore) to understand their pain areas--working to apply their insights
to challenge and modify current approaches/ways of doing things
● Work closely with Operation teams to obtain input of diverse views, facilitate
generation of ideas, analyze operational risks (FMEA), extend support in managing
client escalations (RCA/CAPA) and work across traditional functional boundaries to
mitigate risks and establish common goals to deliver value to the business
● Design and implement KPI measures, measurement systems and visual tracking
controls/dashboards to manage process performance for sustainability and
continuous improvement
● Identify Automations opportunities and lead the end to end process transformation
Must have:
● Candidate should be BB Certified and currently handle Process Excellence or similar
Role for any domain.
Preferred:
● He/ She should have done BB Role for IT Sector
● Technical/Coding knowledge is an added advantage
● Understanding of Digital Marketing and Cloud is a plus