Senior Service Delivery Executive

18 hours ago

Belgaum, Karnataka, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Key Leadership Position: Associate Director

The Role:

We seek a seasoned leader to oversee end-to-end service delivery operations for a premium telecom customer.

This critical leadership position directly influences the growth trajectory of a dynamic business vertical.

Key Responsibilities
  • Operational Excellence: Lead operational improvements across the business, optimize resource allocation, and track progress against defined goals.
  • Domain Capability: Strengthen domain capabilities through continuous improvement and talent development.
  • Strategic Planning: Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
  • Business Growth: Collaborate with Sales & Marketing teams across geographies to support business expansion.
  • Innovation & Value Addition: Lead innovation initiatives in partnership with clients.
  • P&L Ownership: Manage business operations P&L, including strategic plans to drive profitability and growth.
  • Team Management: Oversee a large team, enhancing organizational efficiency, building scalable processes, and infrastructure.
  • Client Satisfaction: Act as 'Voice of the Customer' by building strong client relationships and ensuring high satisfaction.
  • Best Practices: Develop, share, and implement best practices across service offerings and domains.
Requirements

Experience:

  • At least 15 years of experience in operations within a BPO/Outsourcing space in customer service domain, with at least 3+ years 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.
  • Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.
  • Track record of driving performance and scaling operations in a matrix-driven organization.
  • Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.

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