Manager, Operational Excellence

eClinical Solutions; Bengaluru; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

eClinical Solutions, located in Karnataka, Bengaluru, is seeking an expert in Operational Excellence and Process Transformation. The role involves assessing workflows, identifying automation opportunities, and optimizing service management processes aligned with ITIL standards.

Ideal candidates will have a Bachelor's degree in Computer Science or IT, alongside 10+ years of relevant experience. You will design dashboards to better efficiency and lead initiatives in AI automation.

Join a people-first culture that values diversity and offers promising career growth in the healthcare sector.

Qualifications

• Minimum 10+ years of experience in Operational Excellence and Process Transformation.
• Experience in delivering time-bound transformation projects.
• Strong understanding of data workflows and system integrations.

Responsibilities

• Assess and optimize current workflows across key business functions.
• Identify AI and automation use cases to enhance processes.
• Design executive dashboards to track performance and efficiency.

Skills

Process improvement methodologies (Lean, Six Sigma)

AI / automation tools and platforms

ITIL / IT Service Management frameworks

Analytical thinking

Stakeholder management

Education

Bachelor’s degree in Computer Science / Information Technology

Job description

Overview

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions.

Key Tasks & Responsibilities

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

• Bachelor’s 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.

Professional Skills

• Strong problem‑solving and analytical thinking
• Ability to break down complex workflows into automatable steps
• Excellent stakeholder management and communication skills
• Ability to work independently and deliver outcomes in a fast‑paced environment
• High ownership and execution focus

About our culture

Accelerate your skills and career within a fast‑growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours! eClinical Solutions is a people first organization. Our inclusive culture values the contribution that diversity brings to our business. We celebrate individual experiences that connect us and that inspire innovation in our community. Our team seeks out opportunities to learn, grow and continuously improve. Bring your authentic self, you are welcome here!

We are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.