Service Delivery Manager - Performance & Continuous Improvement

About the role

The Service Delivery Manager will lead the performance and continuous improvement engine for Bureau Veritas' new HR Shared Services hub in Noida. You will design and operate the Intelligent Command Centre, ensuring real‑time visibility of service health across all towers and driving the hub towards best‑in‑class service delivery.

Key responsibilities

• Design and implement the hub’s performance framework, including KPI trees, SLA definitions, data sources and reporting cadence.
• Set up and run the Intelligent Command Centre, managing architecture, data pipelines, dashboards and alerting.
• Lead day‑to‑day service delivery monitoring, governance rhythms and customer voice programmes (CSAT/NPS).
• Own quality management, risk registers and data governance to ensure a single source of truth.
• Drive continuous improvement initiatives using Lean, Six Sigma and process‑mining tools, tracking benefits and automation outcomes.
• Build and develop the tower team from the ground up, handling recruitment, performance cycles and succession planning.

Required profile

• 15+ years of experience, with at least 7 years in shared services performance, excellence or transformation.
• Proven track record building and operating an Intelligent Command Centre or equivalent governance function.
• Lean Six Sigma Black Belt and a Master’s degree in Business, HR, Engineering or related field.
• Experience leading continuous improvement across multi‑tower shared services centres.

Required skills

• Performance management and command‑centre design for multi‑tower environments.
• Lean Six Sigma methodologies (DMAIC, value‑stream mapping).
• Data analytics and visualisation (Power BI or Tableau); SQL or data‑modelling preferred.
• Process‑mining tools (Celonis, Signavio) and automation pipeline management (RPA, AI).
• ITIL service‑level management and quality‑management systems.