Define and implement delivery strategy, governance frameworks, and quality standards across application development and maintenance functions. Lead governance forums and drive continuous process improvement to ensure alignment with organizational and industry standards.
Our client, a top global healthcare company, seeks a Process Excellence Lead for DeX (Delivery Excellence), which involves defining and implementing delivery strategy, governance frameworks, quality standards, and continuous improvement practices across application development, maintenance, and Center of Excellence functions.
This is a remote, contract position with initial contract through the end of 2026 but will extend well into 2027. This role has an expectation of 10-15% travel, based on the Client's needs. Candidates must be located in Europe.
The Role:
Define and implement the overall delivery strategy for application development, application maintenance, and Center of Excellence functions.
Establish and continuously improve frameworks, standards, metrics, methodologies, and best practices aligned with organizational and industry standards, including ISO, CMMI, ITIL, GxP, Agile, and DevOps.
Establish governance frameworks, decision-making structures, accountability models, and escalation paths across delivery functions.
Ensure application development and maintenance practices remain aligned with compliance requirements, risk management frameworks, and corporate policies.
Lead governance forums with senior stakeholders to drive accountability, transparency, and continuous improvement.
Monitor adherence to established processes and standards and initiate corrective actions where required.
Monitor the quality and effectiveness of application support processes, including incident, problem, change, and release management.
Track and improve defect leakage, application stability, and overall production support performance.
Lead root cause analysis (RCA) initiatives and drive preventive and corrective actions to reduce recurring issues.
Ensure consistency across teams in delivery methodologies, tools, processes, and operational practices.
Maintain and continuously improve process documentation, playbooks, templates, standards, and governance artifacts.
Partner with Engineering, Product, Operations, and Business stakeholders to establish alignment across delivery objectives and operational priorities.
Develop scalable stakeholder self-help resources, including knowledge bases, portals, toolkits, and standardized guidance.
Enable and promote a “shift-left” operating model through scalable self-service solutions and proactive knowledge management.
Drive continuous process improvement and operational excellence across application delivery and maintenance functions.
Requirements
Proven experience in process excellence, delivery excellence, IT service management, application development and maintenance, or a closely related discipline.
Strong experience establishing and implementing governance frameworks, standards, processes, metrics, and best practices.
Demonstrated understanding of application development and maintenance operating models and Center of Excellence structures.
Strong knowledge of application support processes, including incident, problem, change, and release management.
Experience tracking and improving defect leakage, production stability, and service quality.
Strong experience with root cause analysis and the implementation of corrective and preventive actions.
Working knowledge of relevant industry frameworks and methodologies, including ISO, CMMI, ITIL, GxP, Agile, and DevOps.
Demonstrated ability to engage and influence senior stakeholders and lead governance forums.
Strong understanding of compliance, risk management, corporate policies, and quality management principles within an enterprise environment.
Experience developing and maintaining process documentation, playbooks, templates, knowledge bases, and self-service resources.
Strong collaboration skills with Engineering, Product, Operations, and Business teams.
Ability to promote continuous improvement and successfully implement a shift-left and self-service operating model.
Excellent communication, stakeholder management, analytical, and problem-solving skills.
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