Senior Manager

1 week ago

Chennai, India Azentio Full time

Job Overview:

We are seeking a highly motivated and detail-oriented Senior Manager - Delivery Excellence to join our team. This individual will play a crucial role in establishing and executing frameworks that ensure quality and consistency in project delivery. Working closely with senior consultants, the Senior Manager will lead the implementation of delivery excellence practices, perform audits, drive compliance, and proactively address customer escalations. The ideal candidate will have a strong foundation in quality management with Six Sigma experience, and a proven track record in driving process improvements within a SaaS or technology-driven environment


Key Responsibilities

1. Framework Development and Execution:

Support senior consultants in creating and refining delivery excellence frameworks, ensuring alignment with organizational goals and industry best practices

Lead the execution of these frameworks across delivery teams to standardize and elevate the quality of project outcomes.


2. Quality Assurance & Audit Compliance:

Conduct regular audits to ensure adherence to established processes and frameworks, identifying areas for improvement and compliance gaps.

Implement quality checks and performance standards at key stages of project delivery to assure consistent, high-quality outcomes.


3. Project Health Monitoring and Reporting:

Develop and maintain metrics to measure and report the health of project delivery, enabling proactive management of risks and bottlenecks. o Present delivery health reports to stakeholders, providing insights into project performance, compliance status, and improvement areas.


4. Customer Escalation Management :

Conduct root cause analysis (RCA) for customer escalations, working cross functionally to identify solutions and prevent recurrence.

Act as a quality advocate in customer engagements, ensuring that client expectations are met or exceeded.


5. Process Improvement and Innovation:

Drive innovation and continuous improvement through Kaizen and Lean Six Sigma initiatives, enhancing efficiency, reducing costs, and improving customer satisfaction.

Collaborate with cross-functional teams to identify process improvement opportunities within delivery, promoting a culture of excellence and innovation.


6. Training & Knowledge Sharing:

Develop and deliver training on delivery excellence standards, tools, and techniques, enabling teams to maintain high-quality delivery practices. o Foster knowledge-sharing sessions to align delivery teams on best practices and updated frameworks.


Qualifications

  • Bachelor’s degree in Business, Engineering, or a related field
  • Six Sigma Black Belt certification
  • 10+ overall work experience with minimum 7 years of experience in a quality management role within a SaaS, IT services, or technology consulting organization.
  • Strong understanding of quality frameworks, audit processes, and customer satisfaction metrics.
  • Proven ability to manage and lead projects for process improvement, with familiarity in Lean, Six Sigma, or Kaizen methodologies.
  • Excellent analytical and problem-solving skills, with experience in conducting root cause analysis.
  • Strong communication and interpersonal skills, capable of working cross-functionally and influencing at multiple levels of the organization.


Key Competencies

  • Quality Assurance & Process Compliance
  • Project Management & Reporting
  • Customer Focus & Escalation Management
  • Innovation & Continuous Improvement
  • Analytical Thinking & Problem Solving

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