Operational Excellence Manager – AI & Process Transformation

About the role

eClinical Solutions is looking for a senior professional to lead operational excellence initiatives. The role will drive process transformation, AI‑enabled automation, and IT service management across global functions, ensuring scalable and efficient operations.

Key responsibilities

• Assess and redesign current workflows, creating process maps, SOPs, and scalable operating frameworks.
• Identify high‑impact AI and automation use cases, prototype solutions using LLMs, APIs, and low‑code platforms, and develop pilot projects.
• Build and operationalize ITSM processes aligned with ITIL standards, defining SLAs, escalation matrices, and service KPIs.
• Design executive dashboards, define KPIs for operational efficiency, and provide actionable insights to leadership.
• Establish governance frameworks, reusable automation playbooks, and ensure compliance with organizational standards.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• 10+ years of experience in operational excellence, process transformation, or similar roles.
• Proven track record delivering time‑bound transformation projects.
• Strong knowledge of Lean, Six Sigma, AI/automation tools, and ITIL/ITSM frameworks.

Required skills

• Large Language Models (LLMs) and AI copilots.
• APIs and automation platforms.
• Low‑code / workflow platforms.
• ITIL and IT Service Management (ITSM) processes.
• Lean and Six Sigma methodologies.