Service Delivery Director

3 days ago

Hubli, Karnataka, India beBeeLeadership Full time ₹ 1,72,40,000 - ₹ 2,56,20,000

Executive Leadership Role: Service Delivery Excellence

The Position:

We are seeking a seasoned and strategic leader to oversee end-to-end operations of a premium US Telecom program, acting as key liaison between external clients, internal operations, and support teams.

This critical leadership position will directly influence the growth trajectory of our company's most dynamic business verticals.

Key Responsibilities Include:

  • Operational Efficiency: Lead improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.
  • Domain Capability Strengthening: Continuously improve and develop domain capabilities.
  • Strategic Planning & Execution: Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
  • Business Expansion: Collaborate with Sales & Marketing teams to support and drive business expansion.
  • Innovation & Value Addition: Lead innovation initiatives and value-added efforts in partnership with the client.
  • P&L Management: Manage the P&L for business operations, including strategic plans to drive profitability and growth.
  • Team Management & Development: Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes, and align delivery capabilities with pipeline demand.
  • Client Satisfaction: Act as the 'Voice of the Customer' by building strong client relationships and ensuring high levels of satisfaction.

Required Profile & Experience:

  • 15+ years of experience in operations within a BPO/Outsourcing space in customer service domain, with at least 3+yrs supporting US Telecom in messaging domain.
  • Strong understanding of business trends, emerging technologies, and industry best practices.
  • Ability to streamline complex processes and make data-driven decisions.
  • Proven success in leading large teams (HC of 500+ FTEs), attracting and developing talent, and fostering a high-performance culture.

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