Senior Service Delivery Manager

Position: Senior Service Delivery Leader, Operations

Location: Bangalore

THE ROLE: We are seeking a visionary Delivery Leader, who is not only adept in strategic foresight but also in execution excellence. This role demands a leader who can steer our operations with a customer-centric approach while promoting team growth and operational excellence.

We are looking for a leader to head a technical program for an OEM supporting India region. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well- being and operational rigor.

ESSENTIAL JOB ELEMENTS

• P&L

  : Manage P&L of the business operations, including the development and execution of the overall business strategy.

• Operations

  : Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.

• Team management

  : Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

• Strategy

  : Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)

• Business Growth

  : Support business growth by collaborating with Sales & marketing across geographies.

• Best practices

  : Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

• Innovation

  : Lead innovation & value add efforts between Client and Concentrix.

• Domain Capability

  : Strengthen domain capabilities.

• Compliance

  : Ensure compliance with all client regulatory requirements

• Client Satisfaction

  : Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

PROFILE & EXPERIENCE

• 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations.
• Experience of working with Technical clients (domain / industry / customer) with expertise in B2C Technical Support will be preferred.
• Candidate to have some prior experience in managing tech businesses.
• Experience of managing multiple clients, multi-lingual operations
• Proven track record in leading and motivating large teams, with the ability to attract and nurture talent.
• Demonstrated success in exceeding performance metrics and contractual obligations.
• Experience in building relationships within a matrix-driven organization
• Strong client-facing communication and negotiation skills
• Analytical acumen to streamline complex processes.
• MBA/ PG Degree would be an advantage.