Role Overview

- We are hiring multiple Process/Service Excellence Leaders to drive service and operational excellence across Managed Services engagements in specialized domains.
- Candidates must possess strong domain knowledge in regulatory reporting, compliance frameworks, and asset management to ensure adherence to industry standards, mitigate risks, and optimize governance processes.
- These leaders will be responsible for ensuring delivery quality, adherence to SLAs, embedding best practices, and leading continuous improvement initiatives leveraging Six Sigma, ITIL4, AI, and Automation.

Key Responsibilities

Process & Service Excellence

- Define and implement frameworks for service quality and operational excellence.
- Drive standardization, automation, and optimization across Managed Services.

Continuous Improvement

- Apply Lean & Six Sigma Black Belt methodologies to reduce defects and improve efficiency.
- Identify opportunities for automation and AI-driven enhancements.
- Implement automation and AI-driven solutions for efficiency and cost optimization.

Performance Management

- Monitor delivery KPIs and operational metrics across assigned domain.
- Drive root cause analysis and implement corrective actions for service deviations..
- Drive initiatives for cost optimization, productivity improvement, and risk mitigation.

Governance & Compliance

- Ensure adherence to ITIL4 principles and service management best practices.
- Maintain compliance with contractual SLAs, regulatory requirements,



and risk controls.

Domain Leadership

- Define best practices and ensure alignment with industry standards.
- Develop and enforce domain-specific standards and controls.

Performance Management

- Monitor KPIs and service metrics; lead root cause analysis for deviations.
- Drive initiatives for cost optimization, productivity improvement, and risk mitigation.

Stakeholder Engagement

- Partner with clients and internal leadership to ensure transparency and trust.
- Conduct executive-level reviews and present improvement roadmaps.
- Partner with internal functions like Quality, Training, Workforce Management,
- Talent, and others to drive standardization and industrialization across delivery streams.

Required Skills & Qualifications

Experience: 12+ years in IT/ITES Managed Services delivery, with at least 5 years in a leadership role.

Certifications:

- Six Sigma Black Belt (mandatory)
- ITIL4 Foundation or higher (preferred)
- Solid 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

- Strategic thinker with a passion for operational excellence.
- Ability to influence and lead cross-functional teams.
- Strong analytical and problem-solving skills.
- Experience in automation, AI/ML adoption, and compliance frameworks.

📌 Senior Manager - Blackbelt - Service Excellence (Karnataka)
🏢 EY
📍 Karnataka