Service Delivery Lead

Job Summary

Must Haves:  

• 12+ years of operations experience in service industry  

• Proven experience managing large-scale customer service teams or service desks (preferred).  

• Strong client-facing skills with exceptional communication, negotiation, and conflict management capabilities. Demonstrated ability to socialize and present analytical insights, proposals, and strategies to executive leadership using metrics-driven arguments.  

• Track record of cross-functional leadership and general management expertise within a matrixed organizational structure.  

• Proven ability to drive business performance and growth through strong analytical acumen, thought leadership, an agile mindset, and a proactive attitude.  

• Excellent communication and facilitation skills with a history of building strong stakeholder relationships.  

• Effective people manager demonstrating the highest standards of integrity.  

• Experience in global roles and large-scale operational transitions (preferred).  

• Demonstrated success in building high-performing operations teams during business transitions (preferred).  

• Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.  

• Strong business acumen with the ability to influence key stakeholders across a complex business environment while balancing attention to detail across simultaneous projects.  

• Data-driven decision maker with a keen eye for detail, capable of proactively identifying operational risks and implementing mitigation plans.  

• Strong analytical skills with the ability to synthesize data into actionable strategic recommendations. Successful track record of attracting, inspiring, retaining, and developing leaders and team members within large teams.  

• Ability to streamline processes and establish efficient workflows, driving cross-functional alignment across Engineering, Product, Marketing, and Business Development teams.  

• Strong sense of ownership and accountability for overall team performance, SLA adherence, and KPI delivery.  

Key Responsibilities

Areas of Responsibility:  

Stakeholder/Business Management:   

• Deliver on financial and non-financial business goals.  

• Prepare and present process performance metrics to key stakeholders.  

• Lead and participate in governance discussions and management forums with clients.  

• Identify key cost drivers and optimize operational expenditures.  

• Proactively identify business expansion opportunities with the customer.  

• Identify growth potential and achieve headcount and delivery expansion targets.  

• Anticipate future business needs and actively participate in talent acquisition.  

• Share value-add initiatives and best practices across various operational teams.  

• Adopt and implement industry best practices across processes and business verticals.  

• Drive process enhancements to boost overall revenue growth.  

• Manage revenue forecasting and financial tracking.  

• Oversee contractual agreements and statement of work compliance.  

Customer Relationship Management:   

• Nurture client relationships through clear, consistent communication and regular weekly/monthly business reviews.  

• Collaborate with customers to resolve operational challenges and Critical to Quality (CTQ) delivery issues.  

• Lead client meetings to proactively identify risks and mitigate potential issues.  

• Manage and resolve customer escalations with urgency and thoroughness.  

• Identify innovative solution approaches to fulfill emerging client needs and enhance existing service offerings.  

• Analyze customer feedback periodically to drive action plans aimed at improving satisfaction scores.  

Process Improvements and Adherence:   

• Ensure strict adherence to organizational and industry compliance standards and quality benchmarks.  

• Initiate and lead process improvement projects to elevate overall operational efficiency.  

• Identify and execute automation opportunities to streamline operational tasks.  

Project Control, Management and Review / Program delivery:   

• Guide the team to meet process SLAs, productivity goals, and quality targets within defined timelines.  

• Maintain robust documentation and manage seamless knowledge transfer according to project timelines.  

• Partner with internal support functions to secure necessary IT/infrastructure tools and ensure zero downtime.  

• Plan for infrastructure and resource requirements in alignment with projected business growth.  

• Optimize resource utilization and schedule end-to-end operational workflows.  

• Forecast staffing needs based on volume projections and headcounts, ensuring efficient work allocation.  

• Perform forward-looking strategic planning across process delivery, team development, and client engagement.  

• Develop toolings, workflow enhancements, and operational frameworks.  

• Foster a culture of proactive risk identification and mitigation across operations.  

People/Team:   

• Provide clear leadership, mentorship, and career guidance to team members.  

• Promote continuous learning, upskilling, and knowledge management practices within the team.  

• Conduct performance appraisals and feedback cycles for direct reports.  

• Manage attrition risks through skip-level meetings, tailored engagement initiatives, and structured retention plans.  

• Identify training requirements for direct reports and ensure technical/domain skill gaps are addressed.  

• Participate in organization-wide initiatives including recruitment drives and leadership development programs.  

• Cascading leadership updates and strategic vision through regular team meetings and town halls.  

Skill Requirements

Education: Bachelor's degree required; Master's/Postgraduate degree preferred.  

Other Requirements