Senior Manager and Associate Director role For Service Excellence

Skill: Service Excellence

Location: Pan India

Must have skills :

Summary:
Ideal candidates will have a proven track record in managing large-scale, complex, multi-technology implementations, transformations, and migrations across diverse industry verticals. This role is critical for turning around troubled projectsrequiring the ability to assess the current state, define recovery solutions, and execute recovery plans with minimal impact on cost, schedule, and scope.Roles & Responsibilities:• Led delivery recovery efforts end-to-endincluding issue identification, impact assessment, recovery solutioning, and execution of turnaround plans.• Established robust delivery governance frameworks aligned with TDLC, Agile, or SAFe methodologies, ensuring strict adherence to sprint cycles, milestones, and process standards.• Successfully re-baselined delivery plans, managed risks and issues proactively, and realigned delivery commitments with client expectations to restore program health.• Monitored and enhanced Delivery Experience (DEX), drove reductions in Cost of Poor Quality (COPQ), and improved delivery quality through measurable KPIs.• Built and maintained trust with internal and external stakeholders through structured communications, governance routines, and proactive engagement.• Led Steering Committees, weekly executive connects, and status reviews to ensure transparency, alignment, and stakeholder confidence.• Tracked and analyzed key schedule , quality & financial metrics (Ex) SPI, burn rate, forecast accuracy, margin, and budget compliance. Identified cost leakages and led commercial resets and Estimate at Completion (EAC) recovery initiatives.• Proactively identified delivery risks and implemented preventive or corrective actions. Ensured compliance with internal audits, InfoSec requirements, and quality gates.• Provided strategic and hands-on leadership to address complex technical and program-level challenges across teams.• Defined and managed contract deliverables, including financial constructs, liability clauses, dependencies, and entry/exit criteria.• Drove excellence through agile methodologies, quality frameworks, and continuous improvement initiatives.• Experience in at least one major enterprise platformSAP, Oracle, Salesforce, Workday, o9 Solutions, or other supply chain platforms.• Experience in one or more of the following industries: Health, Products, Communications, Media, Technology, Resources, Utilities, Financial Services, or Life Sciences.• Proficiency in one or more business domainsFinance, HR, Supply Chain Management, or Customer Experience.• Strong grasp of contract structures, commercial management principles, and cost optimization strategies.• Deep understanding of Agile and SI delivery principles with a focus on transformation excellence, governance, and stakeholder satisfaction.

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Service Excellence
  • Good to have Skill: Oracle HCM Cloud Core HR; Oracle NetSuite ERP Financial Management; Oracle Analytics Cloud• Facilitated platform design validations and pivot decisions. Developed and executed platform realignment strategies across engagements.
• Hands on Experience in at least one major enterprise platform—SAP, Oracle, Salesforce, Workday, o9 Solutions, or other supply chain platforms.
  • Delivered thought leadership, mentored technical teams, and developed reusable assets, knowledge bases, and recovery playbooks.• Managed and coached high-performing delivery teams. Oversaw knowledge transition, onboarding, and skills alignment for sustainable delivery capability.• AMS End to End Recovery experience• Lead workforce planning, readiness tracking, and onboarding quality.• Exposure to GenAI technologies.