Service Delivery Manager - Operations

EUR60000 - EUR65000 per annum
24 Nov 2016
22 Dec 2016
Paula Domingues Rocha
Job Type
Service Delivery Manager - Operations

We are looking for an Operations Manager with experience in a BPO, BPS or Customer Service environment to embark on a project with one of our clients - an instantly recognisable, global iconic brand - to accelerate a multilingual Customer Support and Content Review Centre.

*** This professional need to be available to work SHIFT ***

The focus and responsibilities of the role will be to:

* Make independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas.
* Responsible for medium-term planning, objective setting and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals.
* Identifies, assesses and resolves complex business problems/issues and provides alternative scenarios.
* Provides and implements business-focused solutions within time/cost constraints.
* Self-directed within broad goals and strategic direction in satisfying organization or client objectives.
* Accountable for developing and managing key internal/external client relationships
* Accountable for operational direction of complex or large function or project, or medium size unit within stable mature operation, or key element of volatile environment.
* Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.
* Responsible for fulfillment of contractual obligations/completion of deliverables within own area of responsibility
* Initiates and promotes continuous improvement programs across sphere of influence.
* Leads and manages a team of 100-150 associates in technology vertical, digital advertising / marketing domain in their respective domestic market
* Manages and ensures consistent application of human resource processes including career development, performance management within area of responsibility.
* Open to work in night shift

Skill & Qualification:

* BA/BS degree in a technical or business related field or equivalent practical experience. * 8-10 years of experience managing complex, multi-group, multi-disciplinary projects.
* Project management experience.
* Understanding and passion for online products/services like database creation, online presence etc.
* Ability to define projects, execute within timelines and with multiple stakeholders, and deliver projects on time and to budget.
* Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment.

Key success factors in this position are adaptability and flexibility, good communication skills, an ability to make independent judgement and a problem-solving nature.

We offer interesting work on site a globally admired technology company, an attractive compensation package, valuable training and career progression opportunities across the globe.

Sound interesting?

We are arranging interviews, so apply sending your CV to