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, hyper‑automation, AI Ops and 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 digital‑first mindset embedding a culture of excellence and accountability. The incumbent will be a high‑performing 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 digital‑first 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 enterprise’s 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 turbo‑charging delivery velocity. 
• Spearhead the diffusion of ITIL’s 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 twenty‑percent surge, in operational efficiency across an eighteen‑month horizon.

          Hyper automation & AI‑Powered Operations (AI Ops) 

•  Push to get 25%+ of processes automated by FY2026 leaning on Agentic AI 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 AI Ops that safeguards ethical standards ensures regulatory compliance and enables the smooth efficient incorporation of AI agents into everyday business processes. 
• Harness analytics and AI‑driven insights to anticipate problems before they surface fine‑tune resource allocation and lift service performance.
  
  Elevating Service Excellence while Navigating ISO/ITIL Governance

•  Maintain compliance with ITIL, ISO 20000 and ISO 9001, throughout delivery operations.
•  Collaborate with the PMO and the Governance COE to weave operational‑excellence 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 time‑to‑value by at least20 % by FY2026.
  
  Continuous. Nurturing a digital culture

• Energize a climate of transformation and excellence weaving a continuous‑improvement mindset into everyday delivery operations.
• Embed digital‑first AI‑driven 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 platforms,ServiceNow, Salesforce.com, 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 theVPEMEA Solutions Operations  and executive 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.

Professional Qualifications 

• 15+ years of hands‑on experience leading service delivery, excellence and transformation projects, in large‑scale IT services and consulting organisations. 
•  A verifiable history of leading transformation projects that deliver quantifiable outcomes across sprawling, multi‑regional enterprises.
•  Broad in‑depth command of the ITIL methodology, ISO standards, Lean Six Sigma principles and the TOGAF architecture and other frameworks. 
• Extensive background, in spearheading AI Ops, RPA and hyper‑automation ventures.
• Financial and commercial know‑how that helps pinpoint and clearly convey a business value. 
• Evidenced capacity to catalyse shifts while harmonising stakeholder interests at the executive echelon. 
• Holds an honours‑level 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 organisation‑wide change programmes steering them from inception, to completion. 
• Service Improvement (CSMG – L6): Steers the never‑ending drive to refine services and polish processes.
• Innovation (INOV – L6): Sparks a ground, for inventive culture by infusing AI Ops and steadfastly embracing digital‑first 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 %“automation” of processes with Agentic AI agents by FY 2026.
3. Shorten the time‑to‑impact of client onboarding by at least 20 % before the end of FY 2026.  

A snapshot of your journey 

• A transformational leader who pairs forward‑looking vision with a hands‑on knack, for getting things done.
•  Deep, mastery of ITIL, ISO, Lean and TOGAF underpinned bya track record of real‑world implementation. 
•  excited, about AI, automation and the future trajectory of digital operations. 
•  savvy deeply data‑informed and relentlessly outcome‑oriented.
•  A charismatic leader who cultivates collaboration promotes transparency embraces inclusion and upholds accountability.
• Excels, in fast‑growing performance‑driven organisations where excellence is the baseline.

The positioning statement 

All the leaders and teammates, in the EMEA Solutions Operations team form the high‑performance core of the EMEA Solutions Delivery organisation. By weaving agentic AI agents, far‑shore scale, near‑shore agility and local leadership they drive profitable growth, operational excellence and exceptional client outcomes. 

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