Head – Customer Service & Contact Center Operations
Job Summary
We are looking for a proactive and detail-oriented Service Delivery Head to oversee end-to-end service operations and ensure seamless delivery. The ideal candidate should possess strong operational management skills, excellent communication abilities, and experience managing stakeholders, teams, and service performance in a fast-paced environment.
Key Responsibilities
- Manage end-to-end service delivery operations across assigned projects/accounts
- Ensure timely and high-quality delivery aligned with client expectations and SLAs
- Coordinate with internal teams, clients, vendors, and stakeholders to drive operational efficiency
- Monitor project progress, delivery timelines, risks, and escalations
- Lead daily operational activities, resource planning, and workflow management
- Maintain strong client relationships and act as the primary point of contact for delivery-related matters
- Conduct regular status reviews, reporting, and performance tracking
- Identify process improvement opportunities and implement operational best practices
- Ensure compliance with company policies, quality standards, and client requirements
- Support team management, performance monitoring, and issue resolution
Required Skills & Qualifications
- Proven experience in Service Delivery, Operations Management, Project Coordination, or Client Services
- Strong understanding of end-to-end operational processes and delivery management
- Excellent verbal and written communication skills
- Strong stakeholder and client management abilities
- Ability to manage multiple projects and priorities simultaneously
- Problem-solving mindset with strong organizational skills
- Experience handling escalations and driving resolution effectively
- Proficiency in Microsoft Office tools and project tracking/reporting platforms
Preferred Qualifications
- Bachelor's degree in Business Administration, Management, Operations, or a related field
- Experience working in IT services, staffing/recruitment, managed services, or client operations environments is preferred
- Familiarity with SLA/KPI management and reporting
Key Competencies
- Leadership & Team Coordination
- Client Relationship Management
- Operational Excellence
- Communication & Presentation Skills
- Time Management & Multitasking
- Analytical & Problem-Solving Skills
