Service Delivery Lead - Operations Management

Job Summary

This role drives operational excellence by overseeing service delivery, managing escalations, and ensuring alignment with client SLAs and organizational metrics. The individual is responsible for leading process innovation, optimizing team performance, and embedding a solution-oriented mindset to support continuous improvement and business growth.

Key Responsibilities

1. Lead operations management and escalation handling using advanced workflow tools and reporting dashboards to ensure client SLAs and internal metrics are consistently met.

2. Drive process innovation and continuous improvement by leveraging data visualization platforms such as Power BI or Tableau to identify trends, inefficiencies, and opportunities for Kaizen initiatives.

3. Implement and optimize operational systems, processes, and policies using automation and analytics solutions to enhance management reporting, business process efficiency, and organizational planning.

4. Provide expert coaching and guidance to team leaders and managers, utilizing performance management tools and frameworks to elevate team capability and engagement.

5. Develop and execute escalation management strategies by applying root cause analysis techniques and collaborating with internal teams to deliver rapid, effective solutions for critical client issues.

6. Analyze client requirements and translate them into actionable operational plans, ensuring end-to-end support team alignment through structured communication and governance models.

Skill Requirements

1. Expert Proficiency In Operations Management, Including Process Optimization, Sla Governance, And Team Leadership.

2. Excellent Command Of Escalation Management Methodologies, With The Ability To Resolve High Impact Issues Using Structured Problem Solving.

3. Advanced Expertise In Data Visualization Tools Such As Power Bi, Tableau, Or Qlik For Driving Operational Insights And Executive Reporting.

4. Strong Skills In Process Automation, Workflow Management Platforms, And Business Analytics.

5. Superior Communication, Stakeholder Management, And Change Leadership Abilities.

Other Requirements

1. ITIL Expert or Six Sigma Black Belt certification (optional but highly valuable).

2. Certification in Data Analytics or Visualization (e.g., Microsoft Certified: Data Analyst Associate) is advantageous.