Senior Manager, Operational Excellence and Transformation

We fuse together exceptional talent who deliver outstanding software solutions. Our approach has helped us grow 60% in 2021 94% in 2022 while in 2023 we joined forces with Insight a Fortune 500 company and a leading solutions and systems integrator. With exciting growth plans and cutting-edge projects there has never been a better time to join our incredible team.

Purpose of the Role

To spearhead the Operational Excellence&Transformation function within the EMEA Solutions organization delivering measurable business performance gains through automation hyperautomation AIOpsand continuous service innovation.
The Senior Manager is to charge the EMEA Solutions Operations vision and strategy into action launching transformation programmes that lift service quality sharpen efficiency and broaden scalability.
The role weaves together ITIL Continuous Service Improvement (CSI) Lean Six Sigma transformation and a digitalfirst mindset embedding a culture of excellence and accountability. The incumbent will be a highperforming professional who partners with transformation specialists and AI agents across the EMEA Solutions organization catalysing change throughout the EMEA delivery function.

SFIA level

Level Six Initiate / Influence

• Maps out the execution of the transformation strategy and flags the operational improvement priorities.
• Leverages relationships with stakeholders including the Directors of Solutions to champion and direct multifaceted organisational change.
• Steers relentless refinement fuels automation initiatives. Nurtures a digitalfirst culture throughout the delivery landscape.

Primary Responsibilities

Overseeing transformation rollouts while sharpening efficiency

• Morph the EMEA Solutions Operations vision into transformation schemes that dovetail with the enterprises core same business priorities.
• Bring about measurable gains in productivity quality and the speed of delivering value across core processes.
• Roll out Lean and Six Sigma tactics excising waste harmonizing processes and turbocharging delivery velocity.
• Spearhead the diffusion of ITILs Continual Service Improvement (CSI) framework across the EMEA delivery organization by assessing the ITIL maturity and establishing a 18 month plan to improve the maturity to level 7.
• Orchestrate ventures that secure a twentypercent surge in operational efficiency across an eighteenmonth horizon.

Hyper automation & AIPowered Operations (AI Ops)

• Push to get 25% of processes automated by FY2026 leaning on AgenticAI agents and digital workflow solutions.
• Join forces with COEs and Practices to uncover automation candidates rank the impactful areas and extend solutions across functional lines.
• Create a business enabling governance framework for AIOps that safeguards ethical standards ensures regulatory compliance and enables the smooth efficient incorporation of AI agents into everyday business processes.
• Harness analytics and AIdriven insights to anticipate problems before they surface finetune resource allocation and lift service performance.
  
  Elevating Service Excellence while Navigating ISO/ITIL Governance

• Maintain compliance with ITIL ISO20000 and ISO9001 throughout delivery operations.
• Collaborate with the PMO and the GovernanceCOE to weave operationalexcellence frameworks into every project and service.
• Lock in processes and measurement methods to guarantee steady quality reproducible outcomes and tight control.
• Partner with Delivery and Practices to slash client onboarding timetovalue by at least20% by FY2026.
  
  Continuous. Nurturing a digital culture

• Energize a climate of transformation and excellence weaving a continuousimprovement mindset into everyday delivery operations.
• Embed digitalfirst AIdriven practices across all delivery functions.
• Open the door for team members and practitioners to deepen their expertise and earn certifications in Lean ITIL ISO TOGAF and AIOps.
• Nudge the team toward embracing collaboration and analytics platformsServiceNow Jira Clarizen and Microsoft Project so they become part of everyday workflow.
  
  Assessing performance & overseeing governance

• Continuously monitor KPIs that assess transformation efficiency and automation across the EMEA and Indian operations.
• Ensure theVPEMEASolutionsOperationsandexecutive leadership receive transparent progress updates.
• Set up dashboards to keep tabs on health automation rates efficiency and how customers are affected.
• Promote accountability by basing performance reviews on data and tracking outcomes.

ProfessionalQualifications

• 15 years of handson experience leading service delivery excellence and transformation projects in largescale IT services and consulting organisations.
• A verifiable history of leading transformation projects that deliver quantifiable outcomes across sprawling multiregional enterprises.
• Broad indepth command of the ITIL methodology ISOstandardsLean Six Sigma principles and the TOGAF architectureand otherframeworks.
• Extensive background in spearheading AIOps RPA and hyperautomation ventures.
• Financial and commercial knowhow that helps pinpoint and clearly convey a business value.
• Evidenced capacity to catalyse shifts while harmonising stakeholder interests at the executive echelon.
• Holds an honourslevel degree or higher in technology engineering or business with an MBA especially welcomed.

Key Competencies (as defined by SFIA)

• Business Change Implementation (CIPM L6): Takes the helm of organisationwide change programmes steering them from inception to completion.
• Service Improvement (CSMG L6): Steers the neverending drive to refine services and polish processes.
• Innovation (INOV L6): Sparks a ground for inventive culture by infusing AI Ops and steadfastly embracing digitalfirst methodologies.
• Quality Management (QUMG L6): Shapes the underlying structures that protect service quality and ensure adherence to ISO standards.
• Financial Management (FMIT L6): Locks down cost efficiencies while extracting business benefits from transformation.
• Leadership (LEAD L6): lights a fire under teams holds everyone accountable. Cultivates a culture that consistently delivers top performance.

Performance indicators / objectives

1.Target a boost of twenty percent or more in the efficiency of core operations to be realized within FY2026.
2. Attain a minimum of 25%automationof processes with AgenticAI agents by FY2026.
3.Shorten the timetoimpactof client onboarding byatleast20% before the end ofFY2026.

A snapshot of your journey

• A transformational leader who pairs forwardlooking vision with a handson knack for getting things done.
• Deep mastery of ITIL ISO Lean and TOGAF underpinned bya track record of realworld implementation.
• excited about AI automation and the future trajectory of digital operations.
• savvy deeply datainformed and relentlessly outcomeoriented.
• A charismatic leader who cultivates collaboration promotes transparency embraces inclusion and upholds accountability.
• Excels in fastgrowing performancedriven organisations where excellence is the baseline.

The positioning statement

All the leaders and teammates in the EMEA Solutions Operationsteamform the highperformance core of the EMEA Solutions Delivery organisation. By weaving agentic AI agentsfarshore scale nearshoreagilityand local leadership they drive profitable growth operationalexcellenceand exceptional client outcomes.

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