Delivery Excellence Leader

Job description

**Executive Summary** We are seeking a seasoned expert to spearhead Delivery Assurance for one of our business units in the Services and KPO business. This role is pivotal in ensuring operational excellence, contractual compliance, and quality integrity across our global delivery centres. You will lead a multidisciplinary team of 40+ professionals to safeguard service delivery and drive a culture of continuous improvement. **Core Responsibilities** - SLA Governance: Standardize and oversee the global SLA framework. Ensure 100% alignment between contractual commitments and operational performance across all service lines. - Audit & Compliance: Direct comprehensive program and process audits. Identify operational risks early and partner with delivery heads to implement mitigation strategies. - Incident & Escalation Management: Act as the senior escalation point for critical service disruptions. Drive high-impact resolution strategies and ensure stakeholder transparency during crisis management. - Executive Reporting: Consolidate complex operational data into high-level Segment and Client-facing reports. Provide actionable insights into the health of the $100M portfolio. - Quality Certification: Certify and calibrate the 'Transaction Quality Management' framework. Oversee the rigor of RCA (Root Cause Analysis) and CAPA (Corrective and Preventive Action) to ensure sustainable defect reduction and process adherence. **Required Qualifications** - Professional Experience: 12+ years in IT Services or KPO, with a significant background in Quality Assurance, Six Sigma, or Operations Excellence. - Leadership Scale: Proven track record of managing large teams (40+) across India and the Philippines. - Financial Acumen: Experience supporting large-scale business units ($100M+), understanding the link between quality, cost-to-serve, and revenue retention. - Strategic Influence: Ability to navigate a matrixed environment and influence senior Delivery Leaders and external Clients. - Certifications: Preferred Six Sigma Master Black Belt, COPC. **Performance Indicators** - Zero "Red" SLAs across the $100M portfolio. - Audit compliance scores $> 95%+. - Reduction in recurring incidents through effective CAPA implementation. - High client satisfaction (NPS/CSAT) scores related to quality and reporting accuracy.