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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.

About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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.

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.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

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. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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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.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

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

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Step 3: Show off your skills

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

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

CAN Brigitte
Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
CAN Rahul
I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
Rahul Sathe Principal Product Architect – Insurance
Can Amita
The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
Dr. Amita Oppal Gill Service Line Sales Manager
1 (2)
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

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