Service Delivery Lead (Operations) (Pittsburgh)

Job Description – Service Delivery Operations Lead (Contact Center Operations)

Responsibilities: Accountable for service delivery, across multiple tracks, for one of our clients in the

Digital space . Manage multiple diverse delivery teams located globally Direct a team of Project Managers, Track Leads, Delivery Leads, group managers of large-scale, complex global projects that involve multiple stakeholders Monitors day to day delivery management and engagement with multiple support units within the organization to ensure adherence to service level standards and to deliver a best-in-class service, meeting or exceeding all KPIs and within budget Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements Effectively assess and resolve high priority project risks Ensure projects meet success parameters and ROI targets stated in the business case Set the strategy for development, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service. Act as the Voice of Customer, championing change and improvements across Customer experience, drive change and influence projects to support and achieve improvements in Customer Experience. Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward Enhance quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions Tap additional account growth opportunities through networking & client relationship management Aim at maximizing economic value and securing future competitive advantage Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues Lead the WBR’s MBR, QBR’s with multiple stakeholders Lead an effective resource planning team, ensuring that resource is fully utilized and any contract demand is effectively covered Effective transition, pre-bid and RFP experience is an added advantage Drive team towards transformed state and always look for opportunity to improve and run people independent process P&L responsibility and account growth Lead, inspire and co-ordinate team at all levels to create motivated and engaged colleagues

Minimum Skills to Hire:

Bachelors in Engineering with 15-20 years or Master’s Degree with 15+ years’ experience 8-12 years’

experience in managing large scale agile programs focused on global service delivery. Preferably from BPO / Contact center operations. 10+ years’ experience with People Management and Stakeholder/Client Management Previous experience with outsourced techno functional projects is a plus. Knowledge of Cloud environment is an added advantage Prior experience in leading

Quality org/ Gen-AI projects / Scripting knowledge/ Content moderation can be a plus Excellent at managing and influencing a wide network of Client Stakeholders at senior levels Ability to balance multiple projects, making strategic decisions on time, quality, and cost to deliver complex activities Proficient in Agile methodology with an ability to adapt quickly to changing technology requirements Strong understanding of Engg. Support Services (cloud products) Good with numbers, analytical and logical skills are a must for the role along with flexibility on managing global delivery teams. Ability to develop comprehensive and complex operational and strategic plans Excellent budgeting, business financial and P&L skills Advanced influencing and communication skills Advanced client service skills and leadership capabilities