EOE Process Governance Manager

Join our Team

About this opportunity

The EOE Process Governance Manager is responsible for driving EOE process-based autonomy to enable ANO ways of working through process standardization, standard process metrics, improvements, audits, analysing deviations, and reporting KPIs. They are also responsible for identifying automation and AAA opportunities, implementing process improvements and best practices. EOE Process Governance Manager within SL Operate Service Management, reporting to the respective Line Manager within SL Operate Service Management is responsible to deliver value to the customer/stakeholder by increasing the process-based autonomy aligned to ANO wow, analysing monitoring Process KPI, engaging stakeholders & proposing automated process solutions, driving process improvements to bring value to overall operations & organization.

What you will do:

• Identify automation opportunities to drive process-based autonomy aligned with ANO ways of working and ensure AAA teams get detailed feedback on the same.
• Work with the BPMS team to identify opportunities to define service flows for process-based autonomy and implementation of AAA use cases for successful implementation.
• Report on the current state of process-based autonomy and give feedback on existing automation effectiveness while suggesting ideas and actions to improve the same.
• Develop standardized, reusable templates for common processes to accelerate automation and reduce manual intervention.
• Define and drive standardization of the processes (including Change Management) including work instructions, process metrics and global best practices across the board for all operational processes.
• Ensure standardisation through tracking the use of AAA capabilities to automate delivery tasks. Coordinating with the SDUs and MA MS teams for process governance as key component of overall MS governance.
• Ensure contract-level process governance with key management stakeholders at agreed intervals and track improvement actions.MA support activities (KS activities with Operational staff of different MS contracts, Process related Governance and meetings with MSCLT and CU’s etc.).
• Perform regular assessment of actual ways of working of operational teams and maintain notes of scenarios with timelines and stakeholder’s details & Perform and publish gap analysis on actual ways of working with respect to standard process framework, global best practices & policies and defined delivery solution.
• Conduct quarterly/yearly process audits to ensure any major process deviation from EOE framework are reported and corrected through relevant forums.

You will bring:

• 8+ years of experience in managed services, with strong expertise in the MS delivery model, EOE framework, associated processes, best practices, audit frameworks, and operational metrics.
• Well-versed in key managed services delivery challenges, AAA capabilities, process automation and optimization, along with a conceptual understanding of ANO.
• Experience in managing senior stakeholders, leading process improvement initiatives, and tracking and reporting progress on those improvements.
• BSc/BTech/BE or equivalent degree.
• Managed Services hands-on experience within NOC/ MSCLT. Trained or certified on the process framework of ITIL and/or Etom.
• Excellent knowledge of TMForum ANO framework and various ANO methodologies.
• Ability to explain relevant Process frameworks.
• Working knowledge of MSDP tool suite and Automation, AI/ML & Analytics, BPMS etc.
• Six Sigma / Lean training and implementation experience.

Note- All academic credentials must be from recognized and accredited institutions and are further subject to verification.