SBU Delivery Excellence Head
SBU Delivery Excellence Head
As a BU Delivery Excellence Head,
Provide guidance that will support the business in assessing, managing, and mitigating risks in delivery of IT services to our customers with no surprise escalation.
Collaborate and drive customer specific assessments / improvements along with BU teams.
Stay cutting edge to drive down costs and continually improve product / service quality via incremental innovations.
Achieve operational excellence and customer satisfaction via customer aligned strategies, process, and frameworks.
Ensure compliance to regulatory and external certifications like CMMI/ ISO/ etc.
Risk Pre-emption Enablement:
• Review the projects and programs with independent view and pre-empt the risks and escalate to right stakeholders.
• Analyse surprise escalations on periodic basis and implement preventive measures to reduce surprise escalations.
• Plan and execute internal reviews (Start Right, Execute Right, etc.); support external audits and client assessments.
Customer Focussed Product & Service Quality Improvement:
• Define and drive the BU Delivery Excellence strategy aligned with BU business goals.
• Anchor and lead Agile and DevOps Assessments to modernize the Delivery.
• Drive Automation/Productivity improvements.
• Establish and manage metrics/KPIs to monitor and improve process performance.
• Analyse Voice of Customer (CDI/NPS results) and facilitate action plans development to improve the client delight.