Sr. Service Manager

Wipro; Gurugram District; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

A leading IT services firm located in Gurugram is looking for a Sr. Service Manager who will support business partners in managing operational performance and improving productivity goals through Lean and Six Sigma methodologies. The ideal candidate will need to have 8+ years of experience, including substantial experience mentoring and executing Six Sigma projects, along with a Green Belt or Black Belt certification. This position requires strong analytical skills and leadership in driving a culture of continuous improvement.

Qualifications

• 8+ years of work experience with a maximum experience of 8 years.
• 5+ years of post-graduation experience is required.
• Hands-on experience mentoring and executing Six Sigma projects.

Responsibilities

• Facilitate improvement projects using Lean/Six Sigma.
• Provide analytics support to business leaders.
• Analyze data trends for recommendations.

Skills

DMAIC Methodology

Lean Six Sigma

Root Cause Analysis (RCA)

Continuous Improvement

FMEA

Minitab

Project Management

Education

Graduate in any stream

Green Belt or Black Belt certification

Tools

MS Excel

PowerPoint

MS Visio

Microsoft Access

Job description

Sr. Service Manager (Certified Black belt- Business Excellence-Quality)

The Ops & Quality Service Manager supports aligned BU business partners in effectively managing and improving operational performance and meeting productivity goals through a culture of continuous improvement.

Job Location & Work Schedule

• Location: Gurgaon
• 5 days week (Work from Office)

Skillset

• DMAIC Methodology
• Hypothesis testing
• Root Cause Analysis (RCA)
• QC tools
• FMEA
• MINITAB
• Continuous Improvement
• Process Improvement
• Lean Six Sigma

High Level Responsibilities

• Facilitate / Lead improvement projects based on Lean / Six Sigma methodology.
• Provide analytics support to Business Leaders both onshore and offshore.
• Drive a continuous improvement culture.
• Manage the innovation/idea generation platform “MERCURI”.
• Facilitate Process Improvement trainings.
• Support the business with Quality/Operational excellence initiatives.

Detailed Responsibilities

• Understand business processes, analyze data trends, and share recommendations with stakeholders.
• Showcase / share skill set & quality service offerings with stakeholders.
• Analyze data on key client operational metrics to identify improvement opportunities.
• Learn and understand the domain / business to help define process metrics.
• Map processes to identify non-core activities and suggest alternatives to remove waste.
• Act as liaison with North America Ops & quality counterparts and other stakeholders to drive collaboration and teamwork.
• Deliver Lean trainings for Band 3-5 colleagues.
• Deliver need-based trainings on problem‑solving, quality concepts & tools.
• Mentor colleagues within the Business Unit on client knowledge, process knowledge, and tools knowledge.
• Identify failure modes and help establish process controls.
• Design and develop metrics for accurate measurement of work performance.
• Baseline metrics and monitor performance.
• Provide advanced data analytics as per Business Unit / Process requirements.
• Identify opportunities for capacity creation and facilitate / lead capacity‑creating projects aligned with productivity goals.
• Support business to create year‑on‑year efficiencies.
• Support transition of new processes, map processes, create metrics, and consult the business on setup and design of Quality Assurance processes.
• Use Six Sigma and Lean tools as required.
• Facilitate / lead projects on quality and operational excellence using Six Sigma / Lean / Project Management methodologies.
• Develop project roadmaps for assigned projects with minimal or no mentoring support.
• Act as a program manager for BU specific or division level programs.

Education & Certifications

• Graduate in any stream.
• Green Belt / Black Belt certified.

Required Experience

• 8+ years of work experience.
• 5+ years of post‑graduation experience.
• 3+ years of relevant / industry work experience.
• Maximum experience should not exceed 8 years.
• Hands‑on experience mentoring and executing Green Belt / Black Belt Six Sigma projects.
• Experience managing multiple project teams simultaneously.

Preferred Experience

• Training and facilitation skills and experience.
• Excellent oral, written, cross‑functional, and interpersonal communication skills.
• Learning ability with customer orientation and a keen eye for process improvement.
• Exposure to COPC, ISO, TQM, Project Management and other quality methodologies/systems.
• Knowledge of Minitab.
• Knowledge of Microsoft Access.
• Good knowledge of MS Excel, PowerPoint and MS Visio.