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Service Delivery Executive
2 weeks ago
The Role:
As a seasoned and strategic leader, you will oversee end-to-end operations in this premium US Telecom customer-facing role. You will act as the primary point of contact between clients, internal teams, and support.
Key responsibilities include operational excellence, domain capability development, strategic planning, business growth, innovation, team management, client satisfaction, best practices, and compliance.
- Lead improvements across business verticals, optimize resource allocation, and track progress against defined goals.
- Strengthen domain capabilities through continuous improvement and talent development.
- Develop strategies aligned with growth objectives, lead cross-functional planning for budgets, expansion, service design, and hiring.
- Collaborate with Sales & Marketing teams to support and drive business expansion.
- Lead innovation initiatives and other value-added efforts in partnership with clients.
- Manage the P&L for business operations, including strategic plans to drive profitability and growth.
- Oversee a large, high-performing team, enhancing organizational efficiency, building scalable processes, and aligning delivery capabilities with pipeline demand.
- Act as the 'Voice of the Customer' by building strong client relationships and ensuring high levels of satisfaction.
- Develop, share, and implement best practices across service offerings and domains.
- Ensure full compliance with client-specific regulatory requirements and internal standards.
Required skills and experience include 15+ years of operations experience in BPO/Outsourcing space, at least 3+yrs supporting US Telecom in messaging domain, industry knowledge, analytical acumen, leadership, performance management, business growth, stakeholder engagement, and education (MBA or Postgraduate degree preferred).
