Job Description

Role : Service Delivery Program Lead Stream : Program Management Process Excellence Define framework for implementing Process Excellence plans and frameworks to ensure application of risk, quality management principles relevant to the context of the business Transformation: Identify high impact projects and work on transformation along with process owners to make process improvements using Quality principles like lean, Sig Sigma, NVA, Automation etc. Change Management: Plan and train resources to support transformation / improvement programs, interact with senior management of the Business unit to ensure trained resources are effectively deployed on new initiatives. Risk Management: Identify process level and engagement level risk by performing risk audit and discussion with process owners. Track implementation of mitigation plans to de-risk the processes. Benchmarking: Create platform for sharing best practices and implement industry best practices from standards and models in the engagement at vertical level. Continuously benchmark current SLAs to Industry best standards and drive towards industry leading metrics Improvements based on structured feedback mechanisms (CSAT, IPSAT etc.) : Support process owners to drive improvement plan for CSAT in the areas pertaining to delivery risk management. Responsible for Transactional Quality Control, Quality Assurance and Quality Improvement for the program- Set up frameworks , governance and reporting mechanism for all these functions Coordinates and partners with the client for glide path discussions for metrics improvement

Min 12 Years, 8+ years of experience in process excellence Worked in Customer Service environment , 24X7 operations Experience in L1/L2/L3 Support service desk operations or product support cloud/network/infrastructure support operations Prior work experience in any process Worked for Azzure/AWS/GCP Cloud Platform Prior work experience in MSFT Support process Worked for MSFT support partners, resellers or service providers Good knowledge of MSFT products and services example - EXO, SharePoint, Teams, Intune, Xbox, Dynamics 365, Office 365, Azzure Cloud Support Graduate pref. in Comp Sc stream with an MBA (preferred)

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Foundational->Quality models/improvement frameworks->Lean based improvement methodology,Technology->Consulting - Program Management->Program Management,Technology->Microservices->Microsoft Azzure Service Fabric,Foundational->Six Sigma->Master Black Belt