Service Delivery Excellence Manager

About Us

At the forefront of digital transformation, we empower organizations to drive innovation and excellence. Leveraging cutting-edge technology platforms and services, we deliver tailored solutions to address the evolving needs of businesses worldwide.

We recognize three key challenges in today's digital landscape: the pressure to transform quickly, the scarcity of skilled talent, and the uncertainty of economic conditions. To help clients overcome these hurdles, we have developed IP and platforms that accelerate cloud adoption, data analytics, insights, and AI-driven innovations.

As a Service Delivery Assurance Head, you will spearhead the transformation of how we deliver exceptional client outcomes. This pivotal role combines visionary leadership with hands-on execution, driving a culture of quality while ensuring delivery excellence across our global services portfolio.

Key Responsibilities:

• Strategic Vision & Culture Transformation: Design and implement an assurance strategy that integrates governance, risk management, quality, and compliance across all service lines.
• Champion a quality-centric culture by instilling organizational DNA and data-driven decision-making processes.
• Elevate our quality vision and ensure strategic alignment with business objectives.
• Lead transformative initiatives using modern methodologies (Lean, Six Sigma, Agile, DevOps).

• Delivery Excellence & Client Success: Establish robust delivery assurance frameworks and governance models for consistent client outcomes.
• Conduct independent delivery reviews, audits, and health checks for projects and programs across global engagements.
• Partner with clients (as needed) and Engagement/Delivery leaders to ensure alignment with business outcomes.
• Drive predictable delivery through proactive monitoring of SLAs, KPIs, project milestones, SOW compliance, and client satisfaction metrics.
• Ensure all engagements (T&M, Managed Services, Fixed Price Projects, Fixed capacity) deliver on schedule and cost commitments.

• Risk Intelligence & Compliance: Serve as the 2nd Line of Defense, identifying, assessing, and mitigating risks across operational, compliance, and strategic categories.
• Act as recovery manager for select troubled engagements, including interactions with clients as needed.
• Ensure adherence to global standards (ISO 27001, SOC 2, CMMI) and regulatory requirements (GDPR, HIPAA, PCI DSS), as required.
• Interface with crisis management and incident response teams for business continuity.
• Implement data-driven risk response plans aligned with organizational risk appetite.

• Innovation & Continuous Improvement: Develop outcome-based metrics, dashboards, and analytics to drive insights and quality improvements.
• Foster an innovation mindset through structured improvement programs and lessons learned frameworks.
• Continually review existing processes for effectiveness and modify as needed, ensuring training is conducted for knowledge transfer.

Required Skills and Qualifications:

To excel in this role, you will need:

• Proven leadership experience in delivering high-quality results and exceeding client expectations.
• Strong understanding of IT service management principles and industry-standard frameworks (e.g., ITIL).
• Ability to analyze complex data, identify trends, and develop actionable recommendations.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Fluency in English language (written and spoken).

Benefits:

This role offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

Others:

We are committed to fostering a diverse and inclusive work environment that promotes equality, respect, and open communication among team members.