SDM - PEX

Job Description: Service Delivery Manager – Process Excellence and Transformation

Location: Mumbai

Role Purpose

The Service Delivery Manager – Process Excellence is responsible for leading operational excellence, continuous improvement, and transformation initiatives across multiple delivery accounts. The role focuses on improving process maturity, productivity, quality, governance, and business outcomes by applying Lean, Six Sigma, automation, analytics, and digital transformation practices. This position requires strong leadership, stakeholder management, data-driven problem solving, and the ability to deliver measurable value in a complex delivery environment. Strong prior experience in operations/Delivery will the plus for this role.

Key Responsibilities

• Lead end-to-end process excellence, continuous improvement, and business transformation initiatives across assigned accounts and functions.
• Drive Lean Six Sigma programs using DMAIC, Lean, root-cause analysis, value stream mapping, and structured problem-solving methodologies.
• Identify improvement opportunities through process assessments, data analysis, stakeholder discussions, and operational reviews.
• Define, track, and realize measurable business benefits, including productivity improvement, cost optimization, cycle-time reduction, quality enhancement, and customer experience improvement.
• Partner with operations, automation, analytics, IT, risk, compliance, and client teams to design sustainable future-state processes and transformation roadmaps.
• Evaluate automation, AI/ML, Gen AI, Agentic AI, analytics, and platform enhancement opportunities and support implementation with clear business impact measurement.
• Manage multiple high-impact improvement initiatives concurrently, ensuring strong governance, timely execution, risk management, and stakeholder alignment.
• Develop dashboards, project updates, executive summaries, and decision-support insights for leadership and client governance forums.
• Coach and mentor teams on process excellence practices, continuous improvement mindset, structured project execution, and benefit realization.
• Ensure all improvement initiatives comply with organizational standards, client requirements, data security guidelines, risk controls, and delivery governance expectations.

Desired Profile / Qualifications

Mandatory

• Bachelor’s degree in any discipline; management degree will be an added advantage.
• 8+ years of relevant experience in Process Excellence, Business Transformation, Operational Excellence, or Continuous Improvement, preferably in BPM, IOA, Shared Services, or managed services environments.
• Lean Six Sigma Green Belt certification from a reputed organization; Black Belt certification will be an added advantage.
• Strong working knowledge of DMAIC, Lean tools, root-cause analysis, process mapping, control plans, and benefits realization frameworks.
• Proven ability to analyze complex data sets, identify trends, diagnose process gaps, and convert insights into practical improvement actions.
• Strong project and program management capability with experience managing multiple transformation initiatives simultaneously.
• Excellent stakeholder management, communication, facilitation, and executive presentation skills.
• Hands-on expertise in MS Excel, PowerPoint, Visio, and analytical tools such as Minitab or equivalent platforms.
• Ability to work independently, influence cross-functional teams, and drive change in a matrixed environment.
• Strong prior experience in operations/Delivery will the plus for this role.

Good to Have

• Exposure to RPA, AI/ML, Gen AI, analytics, workflow platforms, and digital transformation solutions.
• Experience in contact center, back-office operations, life sciences, insurance, or shared services delivery environments.
• Experience working with global clients and distributed teams across geographies.
• Knowledge of process mining, business intelligence dashboards, and automation opportunity assessment frameworks.

Key Success Measures

• Measurable productivity, efficiency, quality, and cost improvement benefits delivered across accounts.
• Successful execution of improvement and transformation projects within agreed timelines and governance standards.
• Strong stakeholder satisfaction across operations, leadership, clients, and enabling teams.
• Improved process maturity, standardization, governance, and control effectiveness.
• Increased adoption of automation, analytics, and digital solutions to support operational excellence.