Delivery Excellence Manager - IT Infrastructure

We have a leadership opportunity for Delivery Excellence Manager - Infrastructure with one of our client for Bangalore/Mumbai location.

Job Opportunity

1. Part of Delivery Excellence team for Infra group. Responsible and aligned to a region or a global service as DEx Lead.

2. Should be able strategize and plan Continuous Service/delivery Improvement for the region/service line and drive the same

3. Demands high amount of interactions at different levels, influence and decision making.

4. Monitor delivery performance KPIs, trends and facilitate corrective / preventive measures with the service delivery operations teams.

5. Drive Continual Service Improvements within the delivery operations. Leverage through quality tools and frameworks like Lean Six Sigma, ITIL, CMMi, etc.

6. Responsible to track, report and deliver the CSI benefits as identified and agreed.

7. Oversee process maturity audits on various Infra technology towers, engagements and projects across ITIL & Operational governance processes. Follow through with the CAPA process for process improvements.

8. Understand and analyse data to measure and monitor service quality, independently

9. Identification of systemic delivery issues and recommending solutions, to improve quality of delivery and customer satisfaction.

10. Collaborate with QA team as required related to process compliance / standards requirements.

Requirements:
 
- A strong background (hands on experience) in the Delivery Excellence functions / Quality Management System & Risk management in the Managed Services

- A Lean Six Sigma Master black belt / Black Belt certified. Exposure to Agile - SCRUM. Experience in delivery in the Infar/Managed services is added advantage

- Driven LSS GB / BB projects independently and demonstrated business benefits - Financial gains and/or productivity gains.

- A good working knowledge of ISO-20000 & ITIL processes.

- Experience delivery excellence in IT Infrastructure Services delivery operations - projects / engagements.

- Good understanding of read and interpretation of contractual terms & conditions, commercials, Business/Operational Risk Management, etc.

- About 15+ years of experience and 3 to 4 years of minimum experience in the Quality / Delivery Excellence functions

- ITIL / ISO auditor certifications

- Very good communication, interpersonal skills and people skills - ability to command respect and influence others

- The ability to work well both as individual contributors as well as lead the team

Desirable:

- Multi-cultural exposure

- ITIL Intermediate Certification / SCRUM Master

- PMP / ISO-27k certifications

- Agile / SCRUM / DevOps implementation exposure