Service Delivery Operations Lead

4 weeks ago

Singapore ELLIOTT MOSS CONSULTING PTE. LTD. Full time
Roles & Responsibilities

Job Description:

As the Service Delivery Operations Lead, you will be responsible for overseeing the day-to-day operations of the service delivery team to ensure optimal performance, timely service delivery, and high levels of customer satisfaction. This role requires advanced proficiency in Service Delivery, Business Operation Management, Operational Excellence, and Delivery Excellence. The ideal candidate will be skilled at managing teams, collaborating across departments, and ensuring that service delivery aligns with business objectives.

Key Responsibilities:

Service Delivery Management:

Oversee the day-to-day operations of the service delivery team, ensuring that services are delivered in a timely manner while maintaining high-quality standards.

Customer Satisfaction:

Monitor and maintain high levels of customer satisfaction by promptly addressing any issues and continuously improving service delivery processes.

Team Performance Management:

Manage and track the performance of the service delivery team. Provide guidance, training, and support as needed to ensure the team meets its goals.

Collaboration:

Work closely with other teams (e.g., IT, Sales, Operations) to ensure seamless integration of service delivery solutions across departments.

Operational Excellence:

Drive continuous improvement in service delivery operations by implementing best practices and fostering a culture of operational and delivery excellence.

Performance Metrics:

Develop and track key performance indicators (KPIs) to monitor the efficiency and effectiveness of the service delivery process.

Risk Management:

Identify operational risks and implement mitigation strategies to ensure business continuity.

Customer Communication:

Act as the primary point of contact for project regarding service delivery, addressing inquiries, escalations, and feedback.

Mandatory Skills:

Service Delivery:

Advanced proficiency in managing and optimizing service delivery operations to meet business objectives.

Business Operation Management:

In-depth knowledge of business operation management to ensure smooth service delivery workflows and alignment with business goals.

Operational Excellence:

Expertise in driving operational improvements, focusing on efficiency, quality, and customer satisfaction.

Delivery Excellence:

Advanced proficiency in ensuring consistent delivery of services, meeting deadlines, and achieving customer satisfaction.

Preferred Skills:

  • Strong leadership and team management abilities.
  • Excellent problem-solving and decision-making skills.
  • Strong communication and interpersonal skills for effective collaboration and customer interaction.
  • Experience with process improvement methodologies such as Lean or Six Sigma is a plus.
  • Ability to work in a fast-paced environment and handle multiple priorities.

Education & Experience:

  • Degree in Business Administration, Operations Management, or a related field.
  • Minimum of 8+ years of experience in service delivery or business operations, with at least 3 years in a leadership role.

Tell employers what skills you have

Operational Excellence
Business Continuity
Process Improvement
Customer Interaction
Operations Management
Risk Management
Administration
Sales Operations
Team Management
Customer Satisfaction
Customer Communication
Delivery Management
Performance Management
Six Sigma
Service Delivery

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