REMOTE : Project Owner / Service Delivery Operations Lead - Managed Operations : ARDEM Data Services Private Limited

- UNIT No B-1/ 5th Floor 504 & 505 DLF MY PAD, Vibhuti Khand Gomti Nagar, Lucknow - 226010, India

Telephone :(phone hidden)

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- Position**:Project Owner / Service Delivery Operations Lead - Managed Operations

Function :Operations / Delivery

Reports To :Operations Leadership / Director or Head of Delivery

Work Location :Remote (Work From Home) - India

Role Type :Client-Facing Service Delivery and Production Operations Ownership

ABOUT ARDEM : ARDEM is a US-based managed operations and business process outsourcing company supporting clients across finance operations, data processing, back-office workflows, logistics, utilities, healthcare administration, and other recurring operational processes.

We are hiring a Project Owner / Service Delivery Operations Lead to own the daily execution and client-facing delivery management of assigned managed operations workflows.

THE OPPORTUNITY : This is not a coordinator role. ARDEM is hiring a client-facing service delivery owner who can run managed client workflows with daily production control, proactive communication, visible governance, team leadership, SLA/TAT discipline, risk management, and continuous improvement.

CORE RESPONSIBILITIES :

- Own daily production control for assigned client workflows, including incoming volume, completed work, backlog, aging, SLA/TAT risk, blockers, staffing capacity, urgent client requests, and next-24-hour priorities.
- Lead the delivery team by assigning work, clarifying priorities, monitoring output, coaching performance, addressing attendance/capacity issues, and ensuring analysts understand expectations.
- Communicate directly with clients through delivery calls, status updates,



escalation communication, action-item recaps, and proactive risk notifications.
- Run weekly governance for assigned accounts: output, SLA/timeliness, quality, backlog/aging, open issues, client dependencies, staffing/coverage, risks, corrective actions, and next steps.
- Maintain process control through current work instructions, process maps, exception rules, quality checklists, training notes, issue logs, change logs, and ownership of the latest approved process version.
- Identify delivery, quality, staffing, access, documentation, client-dependency, scope, backlog, and trust risks early; escalate with facts, impact, timeline, recommendations, and required support.
- Drive continuous improvement by identifying repeat issues, root causes, rework patterns, process waste, training gaps, and opportunities to improve accuracy, speed, visibility, and client experience.
- Partner with Solutions & Transition during launch/stabilization and accept delivery ownership after internal handoff.

WHAT WE’RE LOOKING FOR : 5-10+ years in BPO/BPM, managed services,

- d services, back-office operations, data operations, logistics operations, contact center operations, or client operations.
- Experience as Assistant Manager - Operations, Deputy Manager - Operations, Team Lead / Senior Team Lead, Process Lead, Service Delivery Lead, Client Operations Lead, or similar role.
- Has managed real production work: queues,



daily volumes, backlog, aging, SLA/TAT, quality, staffing, team output, and client escalations.
- Strong English communication with direct client-facing experience. Must be able to lead calls, write transparent updates, manage expectations, and communicate risk proactively.
- Comfortable working in a high-ownership environment where waiting for instructions is not acceptable.

MUST-HAVE CAPABILITIES :

- Production command - always knows current volume, status, backlog, aging, staffing, blockers, and SLA risk.
- Client trust-building communication - clear, proactive, factual, non-defensive, and action-oriented.
- Ownership mindset - does not wait to be told, does not hide behind analysts or circumstances, and escalates early when risk is material.
- Governance discipline - can run weekly reviews, manage action logs, send recaps, and close loops.
- Risk and corrective action - can identify early warning signs, perform root cause thinking, assign owners/dates, and verify that fixes work.

WORK FROM HOME REQUIREMENTS : Operating System Windows Device Type Windows Laptop or Desktop Screen Size Minimum 14 inches Screen Resolution Full HD (1920 × 1080) Processor Intel Core i5 (or higher) RAM Minimum 8 GB or more (mandatory) Software AnyDesk (Installation Required) WHY JOIN ARDEM :

- 100% Remote Work (Work From Home)
- Structured Learning & Development Program
- Dedicated Mentorship from Industry Professionals
- Group Health Insurance Coverage
- Professional Skill Development
- Exposure to International Business Processes
- Career Growth Opportunities
- Collaborative and Learning-Focused Work Culture
- Employee Provident Fund (EPF) Benefits as per company policy after probation c

📌 Project Owner / Service Delivery Operations Lead - Managed Operations (Lucknow)
🏢 Ardem
📍 Lucknow