Delivery Excellence

SWITS DIGITAL Private Limited; Bengaluru Urban; On-site; INR 800,000 - 1,200,000; Full time

Job summary

SWITS DIGITAL Private Limited seeks a Delivery Excellence professional with 1–5 years of experience to lead quality and process improvements across ITSM and infrastructure management. You will craft dashboards and reports using Advanced Excel and Power BI, drive CAPA initiatives, and ensure governance across incidents, changes, and service requests.

You will partner with team leads to monitor KPIs, SLAs, and performance, delivering clear management insights and automation to enhance efficiency

Qualifications

• Strong experience in Infrastructure Management processes, ITSM, quality governance, management reporting, Advanced Excel, Power BI, and automation.
• The role will be responsible for ensuring process compliance, conducting audits, monitoring service performance, driving continuous improvement, and delivering accurate management insights through reports and dashboards.

Responsibilities

• Monitor compliance with processes, SOPs, quality standards, and Infrastructure Management practices.
• Conduct quality, ticket, and process audits and track corrective actions.
• Support Incident, Service Request, Problem, and Change Management processes.
• Monitor and report KPIs, SLAs, operational metrics, and quality performance.
• Identify process gaps, risks, and improvement opportunities and recommend corrective and preventive actions (CAPA).
• Maintain process documentation, audit records, quality reports, and governance trackers.
• Drive continuous improvement and process excellence initiatives.
• Partner with Team Leads and Managers to provide process governance, facilitation, and reporting support.
• Present actionable insights and recommendations through management reports and dashboards.

Skills

ITSM

Quality governance

Advanced Excel

Power BI

Automation

Process auditing

KPI reporting

Job description

Job Title-Delivery Excellence

Experience- 1-5 years

Location- Indore, Pune, Bangalore , Hyderabad

Job Summary

We are looking for a Quality & Process Excellence professional with strong experience in Infrastructure Management processes, ITSM, quality governance, management reporting, Advanced Excel, Power BI, and automation. The role will be responsible for ensuring process compliance, conducting audits, monitoring service performance, driving continuous improvement, and delivering accurate management insights through reports and dashboards.

Key Responsibilities

Quality & Process Excellence

• Monitor compliance with processes, SOPs, quality standards, and Infrastructure Management practices.
• Conduct quality, ticket, and process audits and track corrective actions.
• Support Incident, Service Request, Problem, and Change Management processes.
• Monitor and report KPIs, SLAs, operational metrics, and quality performance.
• Identify process gaps, risks, and improvement opportunities and recommend corrective and preventive actions (CAPA).
• Maintain process documentation, audit records, quality reports, and governance trackers.
• Drive continuous improvement and process excellence initiatives.
• Partner with Team Leads and Managers to provide process governance, facilitation, and reporting support.
• Present actionable insights and recommendations through management reports and dashboards.

Management Reporting & Analytics

• Develop, maintain, and automate operational and management reports using Advanced Excel and Power BI.
• Automate repetitive reporting and quality-related activities to improve efficiency and reduce manual effort.
• Collect, consolidate, analyze, and interpret operational data to support business decisions.
• Identify trends, patterns, SLA deviations, and process improvement opportunities.
• Ensure accuracy, completeness, consistency, and integrity of reporting data.
• Develop and support AI-powered agents and automation solutions for repetitive quality, audit, compliance, and reporting activities.
• Prepare management dashboards, scorecards, KPI reports, and performance summaries.

PowerPoint & Management Presentation

• Create professional and impactful PowerPoint presentations for management and client reviews.
• Develop charts, dashboards, visualizations, and executive summaries to communicate insights effectively.
• Translate complex operational data into clear and meaningful visual stories.
• Ensure accuracy, consistency, branding, formatting, and overall presentation quality.
• Prepare management review decks highlighting performance, trends, risks, gaps, and improvement actions.

Certification

• ITIL V4 Foundation-Preferred