At the company, we are dedicated to managing and reimagining the mission-critical technology systems that drive success for the world's leading businesses. We pride ourselves on enabling smarter decisions, fostering faster innovation, and providing lasting competitive advantages through our expertise and AI-powered insights.
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As a Service Excellence Leader, you will be responsible for designing, embedding, and operationalizing a Service Excellence framework throughout the program lifecycle. Your role will ensure the consistent and sustainable delivery of high-quality, customer-centric services in line with defined SLAs, KPIs, ISO standards, and program outcomes.
Key Responsibilities:
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Service Excellence Strategy & Framework:
- Define and lead the Service Excellence vision, principles, and operating model in support of project objectives.
- Design and implement service excellence frameworks and policies across all operational towers.
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KPI, SLA & Performance Management:
- Establish and manage service excellence KPIs, scorecards, and performance dashboards.
- Drive SLA adherence and service quality across various phases, while leading continuous performance reviews and service improvement initiatives.
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Operate & Transform Leadership:
- Foster a performance-based service culture within teams and with external partners.
- Oversee service delivery during the operational phase, ensuring consistent process execution.
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Service Integration & Governance:
- Collaborate closely with service integration teams to ensure seamless service consistency.
- Define and enforce service governance and escalation models.
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Customer & Stakeholder Experience:
- Serve as the key point of contact for client stakeholders regarding service excellence.
- Lead initiatives to improve customer experience and ensure stakeholder feedback informs service improvements.
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Knowledge Transfer & Sustainability:
- Oversee service excellence knowledge transfer and ensure sustainability of processes and KPIs.
Your Future at the company:
Joining the company means embarking on a career adventure with opportunities for growth. You will have access to hands-on experiences, learning opportunities, and certifications across major platforms to expand your expertise.
Who You Are:
You are experienced in service management, operations, and quality, with a customer-centric focus. You are passionate about personal and professional growth and demonstrate leadership in service operations and transformations.
Required Skills and Experience:
- 10+ years in service management, operations, quality, or transformation.
- Experience in Service Excellence and ISO-aligned quality management.
- Proficiency in SLA, KPI, and service performance governance.
- Strong leadership capabilities in service operations and continuous improvement.
Preferred Skills and Experience:
- Experience in large-scale IT/managed services programs.
- Familiarity with Build–Operate–Transform delivery models.
- Strong client-facing and executive stakeholder engagement skills.
Language Requirements: [Not specified]
If you are eager to make a meaningful impact while growing your career in a supportive and inclusive environment, we encourage you to apply. Join us at the company and help shape what's next!
