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Service Delivery Leader

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Associate Director Service Delivery Job Description

We seek a seasoned strategic leader to oversee end-to-end program operations as key liaison between clients internal teams and support teams.

Key Responsibilities:

  • Operational Excellence: Lead operational improvements optimize resource allocation and track progress against business goals.
  • Domain Capability: Strengthen domain capabilities through talent development and continuous improvement.
  • Strategic Planning: Develop strategies aligned with growth objectives lead cross-functional planning for expansion service design operational costs and hiring.
  • Business Growth: Collaborate with Sales Marketing teams to drive business expansion.
  • Innovation Value Addition: Lead innovation initiatives in partnership with the client.
  • P&L Ownership: Manage business operations P&L developing and executing strategic plans to drive profitability and growth.
  • Team Management: Oversee high-performing teams enhance organizational efficiency build scalable processes and align delivery capabilities with pipeline demand.
  • Client Satisfaction: Build strong client relationships and ensure high satisfaction levels.
  • Best Practices: Develop and implement best practices across service offerings and domains.

Required Skills & Qualifications:

  • Experience: 15+ years in operations within BPO Outsourcing space customer service domain with at least 3+yrs supporting US Telecom in messaging domain.
  • Industry Knowledge: Strong understanding of business trends emerging technologies and industry best practices.
  • Analytical Acumen: Ability to streamline complex processes and make data-driven decisions.
  • Leadership: Proven success in leading large teams attracting and developing talent and fostering high-performance cultures.
  • Performance Management: Demonstrated ability to improve performance across quality efficiency and effectiveness metrics consistently meeting or exceeding SLAs.
  • Education: MBA or Postgraduate degree preferred.