Operational Excellence (Hea Job/ 335)

Process Transformation & Optimization  Assess current workflows across key business functions  Identify inefficiencies, redundancies, and improvement opportunities  Create process maps, SOPs, and scalable operating frameworks AI & Automation Initiatives  Identify high-impact AI and automation use cases across functions  Design and prototype solutions using LLMs / AI copilots, APIs and automation tools, Low code / workflow platforms  Develop pilot solutions to reduce manual effort, improve turnaround time, enhance accuracy and decision-making  Build reusable frameworks and playbooks for automation adoption IT Service Management (ITSM) & ITIL Frameworks  Build and operationalize service management processes, aligned to ITIL standards  Define and implement ITIL-aligned workflows  Establish SLA frameworks, escalation matrices, and service KPIs  Recommend improvements to tools and service delivery models Analytics & Reporting  Design and implement executive dashboards and reporting frameworks  Define KPIs for operational efficiency and service performance  Measure impact of process improvements and automation initiatives  Provide actionable insights to leadership Analytics, Governance & Reporting  Build executive dashboards and define KPIs to track operational efficiency and automation impact  Establish governance frameworks and standardized SOPs for scalable process adoption  Measure outcomes of transformation initiatives and provide actionable insights to leadership  Ensure alignment with organizational standards, compliance, and service management practices

Education & Experience  Bachelors’ degree in Computer Science / Information Technology or equivalent preferred.  Minimum 10+ years of experience in Operational Excellence, Process Transformation, Transformation roles are preferred.  Prior experience delivering time-bound transformation projects  Strong understanding of Process improvement methodologies (Lean, Six Sigma, etc.), AI / automation tools and platforms, ITIL / IT Service Management frameworks  Familiarity with LLMs, APIs, automation platforms, data workflows and system integrations