Service Delivery Manager
Core
Lead and manage the overall performance of teams, ensuring alignment with core values and driving high levels of performance across all areas of service delivery.
Role type
Senior Service Delivery Manager (BPO Operations)
Builds
Operational excellence and client growth within a BPO environment
Domain
Business Process Outsourcing (BPO), Utilities
Required skills
Team leadership and coaching, stakeholder collaboration, HR process oversight, data-driven decision-making, client relationship management, performance metric analysis
Preferred skills
BPO environment experience, Utilities campaign experience, shift pattern flexibility, resilience under pressure
Technologies
None stated
Responsibilities
Coach and develop Team Managers through regular 1-2-1s and performance reviews; Collaborate with key stakeholders to ensure smooth operation execution; Oversee day-to-day execution of HR processes; Drive continuous improvement in customer experience and operational efficiency; Build and maintain strong client relationships with regular reporting on key metrics
Seniority
Senior, hands-on IC
