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SDM - PEX

00066629281

Job Description: Service Delivery Manager – Process Excellence and Transformation

Location: Mumbai

Role Purpose

The Service Delivery Manager – Process Excellence is responsible for leading operational excellence, continuous improvement, and transformation initiatives across multiple delivery accounts. The role focuses on improving process maturity, productivity, quality, governance, and business outcomes by applying Lean, Six Sigma, automation, analytics, and digital transformation practices. This position requires strong leadership, stakeholder management, data-driven problem solving, and the ability to deliver measurable value in a complex delivery environment. Strong prior experience in operations/Delivery will the plus for this role.

Key Responsibilities

  • Lead end-to-end process excellence, continuous improvement, and business transformation initiatives across assigned accounts and functions.
  • Drive Lean Six Sigma programs using DMAIC, Lean, root-cause analysis, value stream mapping, and structured problem-solving methodologies.
  • Identify improvement opportunities through process assessments, data analysis, stakeholder discussions, and operational reviews.
  • Define, track, and realize measurable business benefits, including productivity improvement, cost optimization, cycle-time reduction, quality enhancement, and customer experience improvement.
  • Partner with operations, automation, analytics, IT, risk, compliance, and client teams to design sustainable future-state processes and transformation roadmaps.
  • Evaluate automation, AI/ML, Gen AI, Agentic AI, analytics, and platform enhancement opportunities and support implementation with clear business impact measurement.
  • Manage multiple high-impact improvement initiatives concurrently, ensuring strong governance, timely execution, risk management, and stakeholder alignment.
  • Develop dashboards, project updates, executive summaries, and decision-support insights for leadership and client governance forums.
  • Coach and mentor teams on process excellence practices, continuous improvement mindset, structured project execution, and benefit realization.
  • Ensure all improvement initiatives comply with organizational standards, client requirements, data security guidelines, risk controls, and delivery governance expectations.

Desired Profile / Qualifications

Mandatory

  • Bachelor’s degree in any discipline; management degree will be an added advantage.
  • 8+ years of relevant experience in Process Excellence, Business Transformation, Operational Excellence, or Continuous Improvement, preferably in BPM, IOA, Shared Services, or managed services environments.
  • Lean Six Sigma Green Belt certification from a reputed organization; Black Belt certification will be an added advantage.
  • Strong working knowledge of DMAIC, Lean tools, root-cause analysis, process mapping, control plans, and benefits realization frameworks.
  • Proven ability to analyze complex data sets, identify trends, diagnose process gaps, and convert insights into practical improvement actions.
  • Strong project and program management capability with experience managing multiple transformation initiatives simultaneously.
  • Excellent stakeholder management, communication, facilitation, and executive presentation skills.
  • Hands-on expertise in MS Excel, PowerPoint, Visio, and analytical tools such as Minitab or equivalent platforms.
  • Ability to work independently, influence cross-functional teams, and drive change in a matrixed environment.
  • Strong prior experience in operations/Delivery will the plus for this role.

Good to Have

  • Exposure to RPA, AI/ML, Gen AI, analytics, workflow platforms, and digital transformation solutions.
  • Experience in contact center, back-office operations, life sciences, insurance, or shared services delivery environments.
  • Experience working with global clients and distributed teams across geographies.
  • Knowledge of process mining, business intelligence dashboards, and automation opportunity assessment frameworks.

Key Success Measures

  • Measurable productivity, efficiency, quality, and cost improvement benefits delivered across accounts.
  • Successful execution of improvement and transformation projects within agreed timelines and governance standards.
  • Strong stakeholder satisfaction across operations, leadership, clients, and enabling teams.
  • Improved process maturity, standardization, governance, and control effectiveness.
  • Increased adoption of automation, analytics, and digital solutions to support operational excellence.

What we offer

  • The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
  • Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
  • The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
  • A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
  • Flexible health and financial benefits to support you and your eligible dependents—from day one.
  • True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.  

About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.

Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.

Your path to Cognizant

Wondering what to expect after you apply? Here’s a peek at our recruitment process—and keep in mind that not all candidates advance through every step and the process may vary depending on your role and location.

Your Application Midnight Blue RGB

Step 1: Application

Find an open role that aligns with your skills and career goals and show us why you’re the person for the job. Consider joining our Talent Community if you don’t find the right opportunity.

Phone Call Midnight Blue RGB

Step 2: Recruiter call

If one of our recruiters sees a fit, they’ll set up a short introductory call to learn more about you and how your experiences and skills align with the role.

Step 3: Interview(s)

If you and our team would like to continue the process, you’ll meet with one of our hiring managers. Some roles may also require technical assessments and/or client interviews.

Step 4: Final decision

Our hiring team will then review each candidates’ potential to succeed in the role. This process may take some time because we want to get it right—but you can count on us to keep you updated.

Benefits that help you thrive and grow

Our teams achieve incredible things when they feel fully supported. That’s why our benefits program is built around the diverse needs of our people—so they can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

Financial wellbeing

We regularly review market data to ensure compensation is competitive and reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, discount programs, etc.

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Physical and mental wellbeing

Physical and mental wellbeing

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

Your Career, Your Way
Your career, your way

Your career, your way

With 90% of our associates building skills through GenAI training, job shadowing, industry certifications and more, you have everything you need to build a full career.

Professionals
Real-world impact

Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

02.2026 Superlearner Debashish
"Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.”
Debashish Mishra SAP MM Developer
Laura Reynaud
"Cognizant offers me more than a job; it offers a community. We support each other, collaborate across borders and celebrate wins together. If you’re looking for a culture that values flexibility, diversity and growth, this is the place to be."
Laura Reynaud Lead Counsel
Lucas Hoffman
“I’ve had the chance to work on impactful projects and shadow colleagues, all while getting involved in internal initiatives. The world is your oyster at Cognizant—you just need to take advantage of it!”
Lucas Hoffman Consultant
Sujatha’S Journey Main
“When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.”
Sujatha Gopalakrishnan Portfolio Delivery Lead
Paulo Miguel Epili Main
"Nobody here says ‘that’s not my job.’ People just help. That’s the entrepreneurial culture that makes me stay at Cognizant.”
Paulo Miguel Epili Sr. Process Executive

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