Service Delivery Manager – Performance & Continuous Improvement
Intelligent Command Centre (ICC) & Transformation Lead – all towers

Tower: Cross-tower: Performance, Governance & Continuous Improvement
Location: Noida, India (HR Shared Services Hub)
Reports to: HR SSC Regional Hub Director, Noida
Role type: People manager
Scope: Intelligent Command Centre, SLA and KPI governance, continuous improvement portfolio, transition PMO support and hub quality management

ABOUT THE HUB
Bureau Veritas is building a greenfield HR Shared Services hub in Noida. The hub will bring HR operations that currently run separately in each country into one standardised, digitally enabled service centre. You will design your tower, move work into Noida in structured waves, and run it at scale to global standards.

ROLE PURPOSE
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 reliable operations to best-in-class service.

KEY RESPONSIBILITIES
1. 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.
• Set up the Intelligent Command Centre, covering architecture, data pipelines, dashboards and alerting.

2. Process ownership and service delivery
• Run the ICC day to day, with real-time SLA, volume, backlog and escalation monitoring across R2P, R2H, Q2R and A2W.
• Lead the hub's governance rhythm: daily stand-ups, weekly tower reviews, monthly service reviews and quarterly business reviews with stakeholders.
• Own the hub-wide customer voice pro

📌 Service Delivery Manager (Noida)
🏢 Bureau Veritas
📍 Noida