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 solid governance, timely execution, risk management, and stakeholder alignment.
- Develop dashboards, project updates, executive summaries, and decision-support insights for leadership and client governance forum

📌 SDM - PEX (Mumbai)
🏢 Cognizant
📍 Mumbai