Service Delivery Manager - Performance & Continuous Improvement

About the role

You are the hub's performance and improvement engine. You will build the Intelligent Command Centre that gives leaders one real-time view of service health across every tower. You will also run the continuous improvement system that moves the hub from stable operations to best-in-class service. We use the following session cookies, which are all required to enable the website to function:

What you'll do

• Intelligent Command Centre, SLA and KPI governance, continuous improvement portfolio, transition PMO support and hub quality management
• Transition and shared services set-up
• Design the hub's performance framework: a KPI tree, SLA definitions, data sources and a reporting cadence shared by all towers
• Capture and certify the pre-transition baselines for each country, so the hub can prove its value against the starting point
• Support the transition PMO with readiness scorecards, go/no-go dashboards and hypercare tracking for every wave

What you need

• 15–27 yrs of experience
• Process improvement
• Six Sigma
• Performance management
• Root cause analysis
• RPA
• ITIL
• B.Tech or B.E. or BBA or MBA

Good to have

• SQL
• Power BI
• Data modelling
• Tableau
• Internal audit
• ETL