Delivery Excellence Leader

Straive; Chennai District; On-site; INR 4,200,000 - 6,200,000; Full time

Job summary

Straive is seeking a seasoned expert to spearhead Delivery Assurance for its Services and KPO unit. You will lead a multidisciplinary team of 40+ professionals to safeguard service delivery, ensure contractual compliance, and foster a culture of continuous improvement across global delivery centres.

The role emphasizes SLA governance, audits, incident management, and executive reporting on a $100M portfolio, with qualifications in Six Sigma and COPC.

Qualifications

• 12+ years in IT services or KPO with QA/Six Sigma/Operations Excellence.
• Experience leading large teams (40+ individuals) across India and the Philippines.
• Experience supporting $100M+ business units; linking quality to cost-to-serve and revenue retention.

Responsibilities

• Govern SLA framework and ensure 100% alignment of contractual commitments and performance across service lines.
• Lead audits and compliance programs; mitigate operational risks.
• Senior escalation point for major incidents; drive high-impact resolution and crisis transparency.
• Consolidate data into executive reports for segments and clients; provide actionable insights on portfolio health.
• Certify and calibrate the Transaction Quality Management framework; oversee RCA and CAPA to reduce defects.

Skills

Quality Assurance

Six Sigma

Operations Excellence

Tools

COPC

Job description

We are seeking a seasoned expert to spearhead Delivery Assurance for one of our business units in the Services and KPO business. This role is pivotal in ensuring operational excellence, contractual compliance, and quality integrity across our global delivery centres. You will lead a multidisciplinary team of 40+ professionals to safeguard service delivery and drive a culture of continuous improvement.

Core Responsibilities

• SLA Governance: Standardize and oversee the global SLA framework. Ensure 100% alignment between contractual commitments and operational performance across all service lines.
• Audit & Compliance: Direct comprehensive program and process audits. Identify operational risks early and partner with delivery heads to implement mitigation strategies.
• Incident & Escalation Management: Act as the senior escalation point for critical service disruptions. Drive high-impact resolution strategies and ensure stakeholder transparency during crisis management.
• Executive Reporting: Consolidate complex operational data into high-level Segment and Client-facing reports. Provide actionable insights into the health of the $100M portfolio.
• Quality Certification: Certify and calibrate the 'Transaction Quality Management' framework. Oversee the rigor of RCA (Root Cause Analysis) and CAPA (Corrective and Preventive Action) to ensure sustainable defect reduction and process adherence.

Required Qualifications

• Professional Experience: 12+ years in IT Services or KPO, with a significant background in Quality Assurance, Six Sigma, or Operations Excellence.
• Leadership Scale: Proven track record of managing large teams (40+) across India and the Philippines.
• Financial Acumen: Experience supporting large-scale business units ($100M+), understanding the link between quality, cost-to-serve, and revenue retention.
• Strategic Influence: Ability to navigate a matrixed environment and influence senior Delivery Leaders and external Clients.
• Certifications: Preferred Six Sigma Master Black Belt, COPC.

Performance Indicators

• Zero "Red" SLAs across the $100M portfolio.
• Audit compliance scores $> 95%+.
• Reduction in recurring incidents through effective CAPA implementation.
• High client satisfaction (NPS/CSAT) scores related to quality and reporting accuracy.