Service Delivery Operations Lead

7 days ago

Singapore ELLIOTT MOSS CONSULTING PTE. LTD. Full time

**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.

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