The right person has lived inside SLA frameworks in a BPO or ITO environment, is rigorous about data, and is comfortable putting findings - including uncomfortable ones - in front of client and supplier stakeholders.

Screening Criteria - Must Have

- 5-7 years in performance / service delivery management of outsourcing or shared services relationships (IT, ITeS, BPO)
- Hands-on ownership of SLA/KPI frameworks and scorecards in a BPO or ITO environment
- Advanced Excel plus dashboarding capability (Power BI or similar)
- Team-handling / supervisory experience
- Confident client-facing communication in governance forums

Nice to Have

- Lean / Six Sigma certification
- Experience in a VMO / third-party governance organization
- Service credit / earn-back administration experience
- Exposure to governance or SLA management tools

Professional Experience





- 5-7 years of relevant experience in service delivery or performance management of outsourcing / shared services relationships (IT, ITeS, BPO)
- Hands-on experience with SLA/KPI frameworks, scorecards, service credits, and service review governance
- Team leadership or supervisory experience with demonstrated team-handling capability
- Experience in a third-party governance, VMO, or supplier management setting preferred

Skills & Capabilities

- Strong analytical and data skills - advanced Excel required; Power BI or similar dashboarding tools strongly preferred
- Experience with root-cause analysis and continuous improvement methodologies (Lean / Six Sigma an advantage)
- Excellent verbal and written communication; confident facilitating client-facing governance forums
- Detail-oriented, organized, and able to keep commitments and meet deadlines across multiple reporting cycles

📌 Team Lead Performance Management (Bengaluru)
🏢 CIEL HR
📍 Bengaluru