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Service Delivery Operations Lead
2 weeks ago
**Position Summary**:
**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
