Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Sr. Principal Consultant - Operation Manager
In this role, you will manage complex projects, drive operational excellence, and lead cross-functional teams. You will oversee ITIL-based IT Service Management (ITSM) practices, improve operational processes, and ensure timely project delivery. Additionally, you will act as the primary liaison between business units, IT, and external vendors.
Responsibilities
Project Management:
Lead end-to-end management of operations-focused projects, ensuring timely delivery within scope and budget.
Apply project management methodologies (e.g., Agile, Waterfall) to achieve desired business outcomes.
Identify risks and develop mitigation strategies to ensure project success.
Operational Excellence
Oversee and improve operational processes to drive efficiency and effectiveness.
Ensure seamless coordination across departments to meet operational goals.
Monitor and manage key performance indicators (KPIs) and service-level agreements (SLAs).
ITSM Responsibilities
Implement and manage ITIL-based ITSM practices to optimize service delivery.
Oversee incident, problem, change, and service request management processes.
Ensure alignment of ITSM practices with organizational objectives and compliance standards.
Team Leadership and Collaboration
Lead cross-functional teams, fostering collaboration and accountability.
Mentor and guide team members to enhance skills and achieve project goals.
Facilitate communication between technical teams, business stakeholders, and leadership.
Stakeholder Engagement
Act as the primary liaison between business units, IT, and external vendors.
Regularly report on project progress, challenges, and successes to senior management.
Build and maintain strong relationships with internal and external stakeholders.
Qualifications we seek in you
Minimum qualifications
Bachelor's degree in business administration, Information Technology, or a related field (MBA preferred).
Extensive experience in operations and project management, with a focus on ITSM.
Strong knowledge of ITIL frameworks and ITSM tools.
Excellent leadership, communication, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
ITIL Foundation or higher certification.
PMP, PRINCE2, or Agile certifications.
Experience in managing global or multi-location teams.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.