Position Summary:
We are seeking an experienced and dynamic Service Delivery Operations Lead to oversee the day-to-day operations of our service delivery team. The ideal candidate will be responsible for ensuring timely and quality service delivery while driving operational excellence and maintaining high customer satisfaction levels. This role requires a proactive leader with a strong focus on performance management, team development, and seamless collaboration across teams.
Key Responsibilities:
Operational Oversight:
· Oversee the daily operations of the service delivery team to ensure all services are delivered on time and meet established quality standards.
· Monitor and manage operational KPIs to achieve delivery excellence.
Team Management:
· Lead and manage a team of 5+ individuals, providing guidance, support, and regular performance feedback.
· Foster a collaborative and high-performing team culture.
· Develop training plans and upskill team members to meet evolving service delivery requirements.
Customer Satisfaction:
· Ensure high levels of customer satisfaction by addressing service issues promptly and maintaining clear communication with stakeholders.
· Act as the escalation point for complex service delivery challenges and resolve them efficiently.
Collaboration and Integration:
· Work closely with cross-functional teams to integrate service delivery solutions seamlessly into broader business operations.
· Drive alignment between service delivery and organizational goals.
Troubleshooting and Analysis:
· Identify and analyse service delivery bottlenecks and recommend improvements.
· Lead troubleshooting efforts to resolve technical or operational challenges effectively.
Communication and Reporting:
· Communicate effectively with stakeholders at all levels to provide status updates, insights, and recommendations.
· Prepare and deliver detailed reports on team performance and service delivery outcomes.
Mandatory Skills:
Communication Skills:
· Advanced proficiency in clear, concise, and professional communication, both written and verbal.
Troubleshooting and Analysis:
· Strong analytical skills with the ability to identify and resolve operational issues efficiently.
Team Management:
· Proven experience managing a team of 5+ members, with demonstrated success in team performance improvement and leadership.
Additional Skills:
· Advanced expertise in Service Delivery Management, Business Operations Management, Operational Excellence, and Delivery Excellence.
· Strong organizational and time-management abilities.
· A proactive problem-solver with excellent decision-making skills.
Qualifications and Experience:
· Bachelor’s degree in business administration, Operations Management, or a related field.
· 5+ years of experience in service delivery, operations, or a related role.
· Prior experience leading service delivery teams and driving customer-focused solutions.
Mandatory skillset:
· Communication Skill
· Troubleshooting and Analysis Skill
· Manage a team of > 5 people before
