Service Delivery Ops Manager

Responsibilities :

Team Leadership & Management : Lead and oversee a dynamic, multinational team responsible for analyzing web data, delivering actionable insights, and ensuring high-quality service for a prestigious international client.

Operational Efficiency & Improvement : Identify opportunities for continuous improvement across workflows, team structures, and user experiences, and implement tailored solutions to optimize performance and streamline processes.

Project Management : Lead ad-hoc operational projects, process enhancements, and client-specific initiatives, ensuring timely delivery and adherence to client expectations.

Cross-Functional Collaboration : Act as a key liaison between internal teams, delivery leads, and client stakeholders to ensure alignment on goals, priorities, and progress.

Performance Management & Development : Monitor team performance, provide constructive feedback, and offer career coaching and mentorship to team members. Develop individual growth plans and foster a culture of continuous improvement.

Forecasting & Scheduling : Analyze workload and forecast team output to effectively manage resource allocation and support the efficient scheduling of agents.

Client Relationship Management : Build strong relationships with clients, understanding their evolving needs and ensuring that team output aligns with client goals and expectations.

Basic Qualifications :

Educational Requirements : Bachelor’s degree in a relevant field (Business, IT, or related discipline).

Professional Experience : 5-7 years of work experience, with at least 2 year in a leadership role managing teams in a data-driven or operational environment.

Leadership Expertise : Demonstrated success in leading teams, with a proven track record of driving performance improvements and achieving organizational goals.

Language Proficiency : Fluency in English is essential. Proficiency in additional languages (e.g., Spanish, French, etc.) is a strong asset.

Technical Proficiency : Strong working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint), with advanced skills in data analysis tools and software preferred.

Shift Flexibility : Willingness to work in shifts, as required, to support global operations and client needs.

Preferred Qualifications :

Experience in Data Analytics : Experience in data analysis, reporting, or web analytics, with an understanding of key performance metrics and how to drive business decisions based on data.

Project Management Skills : Experience managing projects, with a focus on process optimization and operational efficiency.

Problem-Solving & Analytical Thinking : Strong problem-solving abilities with a data-driven mindset and the ability to identify areas for process optimization and improvement.

About Accenture

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