Note: The job is a remote job and is open to candidates in USA. KTek Resourcing is seeking a Senior Manager – Operations Excellence to lead process improvement, quality, analytics, compliance, and safety governance across managed-service delivery operations. The role drives Six Sigma projects, designs and audits operational processes, develops Power BI insights, coordinates security and compliance activities, and supports field safety and EHS monitoring.
Responsibilities
- Identify improvement opportunities across the three delivery towers, drafting the business case, problem statement, and goal statement
- Drive Green Belt (GB) projects end-to-end and mentor GB team members through execution and completion
- Forecast GB benefits (HDS / SDS / CSAT), track them through execution and post-implementation, and present realized benefits at Control-phase project closure
- Define processes, checklists, and controls to meet standards, and train Tier-1, Tools & Observability, and Automation resources
- Audit against standards, identify implementation gaps, and devise corrective actions to close them
- Analyze audit reports and escalations to redefine audit control points, harden the audit process, make processes fool-proof, and drive process compliance
- Ensure operational activities, access, and automation/platform execution actions are traceable and auditable, building auditability into the process
- Identify new measurement parameters to quantify and improve process performance
- Leverage Power BI to build dashboards and review data behavior patterns with internal and customer stakeholders
- Translate operational data into actionable insight that lifts service outcomes and CSAT
- Conceptualize new processes per business requirements and apply Lean principles to streamline and simplify
- Conduct FMEA to ensure control points, including security and access controls, are designed into the process
- Act as the engagement's compliance point of contact, coordinating compliance and security governance across the managed service delivery model
- Coordinate secure access for delivery teams — role-based access, privileged access, and controlled access paths (bastion host / CyberArk / JIT) — and support periodic access reviews so that user access stays aligned to role, need, and security expectations
- Ensure operational activities, access, and automation/platform execution actions are traceable and auditable end-to-end
- Track and coordinate staffing-compliance requirements — 100% US-based US Citizens and Permanent Residents across Tier-1 Operations, Observability Engineering, Automation Engineering, and Governance functions
- Help prepare and maintain platform security evidence for the SolarWinds and Intelligeni platforms — security reviews, architecture validation, data-flow mapping, RBAC, data residency, and compliance attestations
- Coordinate with platform, operations, automation, and security teams to track vulnerability findings and maintain remediation evidence
- Interface with security stakeholders for approvals, reviews, risks, exceptions, and compliance status reporting
- Monitor Field Exposures: Assist the client SSHO in auditing field-level Radio Frequency (RF) emission maps, proper Class 4 fiber-optic laser handling, and proper fall-protection equipment deployment
Skills
- Six Sigma Green Belt certification (Quality Management)
- ITIL and knowledge of software / IT quality and delivery processes
- Business Analysis, Gap Analysis, and Data Analysis (Power BI)
- Proven experience driving process improvement, quality audits, and continuous improvement in managed-services / IT delivery
- Active OSHA 30-Hour Construction or General Industry card is mandatory
- Formal certification in RF Radiation Awareness, NWSA (National Wireless Safety Alliance) standards, or equivalent utility safety frameworks
- Exposure to compliance and security governance (RBAC, privileged access, audit evidence, vulnerability remediation)
- Familiarity with regulated customer security frameworks and staffing-compliance requirements
- Six Sigma Black Belt, ITIL v4, and audit / lead-auditor certification are a plus
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