Service Delivery Manager (DPO)

About the role

The role is responsible for performance management, service delivery, people leadership, stakeholder coordination and continuous improvement across assigned teams. This is an operations management role and does not include site lead responsibilities

What you'll do

• Manage daily operational performance across assigned teams and Lines of Business
• Ensure achievement of SLAs, KPIs, quality, productivity, customer experience and compliance-related expectations
• Monitor intraday and periodic performance trends and implement action plans to address gaps
• Coordinate with WFM, Quality, Training and support functions to maintain stable delivery and operational discipline
• Ensure adherence to standard operating procedures, client requirements and internal governance expectations

What you need

• 15–27 yrs of experience
• Voice process
• SOP writing
• Root cause analysis
• Talent management
• Performance management
• Any graduate