1. Part of Delivery Excellence team.
2. This is largely an individual contributor role but demands high amount of interactions at different levels, influence and decision making.
3. Drive Continual Service Improvements within the delivery operations for the assigned region. Leverage through quality tools and frameworks like Lean Six Sigma, ITIL, CMMi, etc.
4. Responsible to track, report and deliver the CSI benefits as identified and agreed
5. Conduct quality / maturity audits on various Infra technology towers, engagements and projects across ITIL & Operational governance processes. Follow throughwith the CAPA process for process improvements.
6. Understand and analyse data to measure and monitor service quality, independently
7. Identification of systemic delivery issues and recommending solutions, to improve quality of delivery
8. Collaborate with central QA team as required
9. Engage with overseas delivery organisations in Capgemini to measure and monitor quality of delivery
10. Identify best practices in delivery units and replicate them
11. Actively contributes to the overall success of the DEX Function.
12. Train / coach people on Quality / CSI Processes Personal Specification