Senior Service Delivery Manager

5 days ago

Bengaluru, India Whatjobs IN C2 Full time

Position: Senior Service Delivery Leader, Operations Location: Bangalore THE ROLE: We are seeking a visionary Delivery Leader, who is not only adept in strategic foresight but also in execution excellence. This role demands a leader who can steer our operations with a customer-centric approach while promoting team growth and operational excellence. We are looking for a leader to head a technical program for an OEM supporting India region. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well- being and operational rigor. ESSENTIAL JOB ELEMENTS P&L : Manage P&L of the business operations, including the development and execution of the overall business strategy. Operations : Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals. Team management : Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business. Strategy : Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.) Business Growth : Support business growth by collaborating with Sales & marketing across geographies. Best practices : Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable. Innovation : Lead innovation & value add efforts between Client and Concentrix. Domain Capability : Strengthen domain capabilities. Compliance : Ensure compliance with all client regulatory requirements Client Satisfaction : Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients. PROFILE & EXPERIENCE 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations. Experience of working with Technical clients (domain / industry / customer) with expertise in B2C Technical Support will be preferred. Candidate to have some prior experience in managing tech businesses. Experience of managing multiple clients, multi-lingual operations Proven track record in leading and motivating large teams, with the ability to attract and nurture talent. Demonstrated success in exceeding performance metrics and contractual obligations. Experience in building relationships within a matrix-driven organization Strong client-facing communication and negotiation skills Analytical acumen to streamline complex processes. MBA/ PG Degree would be an advantage.

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