Description
Service Delivery & Operations

- Own end-to-end delivery operations across multiple programs, accounts, or portfolios.
- Ensure SLA, KPI, and contractual compliance targets are consistently achieved.
- Monitor delivery performance and drive proactive risk mitigation.
- Establish operational governance frameworks and reporting mechanisms.
- Lead service reviews, operational reviews, and executive governance forums.

Workforce & Resource Management
- Drive resource planning, forecasting, onboarding, and utilization management.
- Ensure adequate staffing levels and skills alignment against business demand.
- Partner with recruitment, HR, and delivery leaders on workforce strategies.
- Monitor productivity, capacity, and operational efficiency metrics.

Client & Stakeholder Management
- Act as a trusted partner to client stakeholders and internal leadership.
- Manage escalations and ensure timely issue resolution.
- Develop and present operational dashboards, reports, and service insights.
- Support business growth through customer satisfaction and service improvements.





Continuous Improvement & Transformation
- Identify opportunities for automation, standardization, and optimization.
- Drive operational transformation initiatives and best practices.
- Implement quality management and compliance processes.
- Leverage data analytics to improve decision-making and service outcomes.

Financial & Commercial Governance
- Track delivery costs, productivity, and profitability measures.
- Support budgeting, forecasting, and financial planning activities.
- Ensure governance around vendor management, subcontractors, and third-party services.
- Contribute to account growth and efficiency improvement initiatives.

Leadership & Team Development
- Lead, mentor, and develop operations managers and support teams.
- Foster a culture of accountability, innovation, and continuous learning.
- Drive employee engagement, retention, and performance excellence.

Responsibilities

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Qualifications

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📌 Project Management (India)
🏢 Zensar Technologies
📍 India