Senior Manager (Operations Excellence) - Issaquah, WA

DTS is looking for Senior Manager (Operations Excellence) for a Direct Client position based in Issaquah, WA

Role Summary

The Process & Compliance Leader owns Service Process and Quality for the engagement and is one of three peer leaders alongside the Technology Manager – Network and the Architect – AIOps. Where the Technology Manager owns technical delivery and the Architect owns platform design and operations, this role owns the discipline of work being done well, consistently, and compliantly across all three delivery teams. The charter is built on a single idea: process discipline produces measurable business outcomes and stands up to audit.

This person drives Six Sigma improvement, defines and hardens quality standards and audit controls across Tier-1 Operations, Tools & Observability, and Automation, turns operational data into insight, and ensures processes are secure, traceable, and aligned to customer security and compliance expectations. The result is a delivery organization that is best-in-class and audit-ready, treating quality and compliance as two sides of the same discipline.

Key Responsibilities

Process Improvement & Six Sigma Delivery

• 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.

Quality Standards, Audit & Compliance

• 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.

Measurement, Analytics & Performance

• 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.

Process Design & Innovation

• 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.

Compliance & Security Governance

• 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 s 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.

Leadership & Behavioral Competencies

• Mobilizes self, team, and unit for large client-related and external (market/technology) changes, and drives predictive business planning while developing successors in a structured way.
• Fosters an open climate and cross-functional collaboration with peer leaders and teams; persuades and motivates for optimum performance and sets benchmarks.
• Articulates the people value-add to customers and stakeholders, using strong interpersonal communication to gain commitment to plans and initiatives.
• Explains concepts and procedures clearly, keeps stakeholders informed, delivers difficult messages, and tailors messaging to the audience.
• Plans and organizes work in a structured way, manages multiple small projects and larger plans, multitasks, and coordinates plans.
• Brings deep knowledge of customer culture and business processes, develops effective customer partnerships, and seeks efficient service delivery.
• Uses available resources (people, funds, time, material) effectively, implements plans, and makes mid-course corrections to achieve goals.
• Takes full responsibility for results, gains cooperation of those not under direct supervision, and seeks win/win outcomes without defaulting to compromise.
• Removes barriers to team effectiveness, handles pressure, de-escalates and manages customer escalations to a win/win, and injects originality through research and networking.

Skills & Qualifications

Required

• 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.

Preferred / Added Advantage

• 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.

DTS offers excellent compensation package.

Contact:

Karun Sharma

Team Lead

Digital Technology Solutions (DTS)