Head – Customer Service & Contact Center Operations Full Time

Head – Customer Service & Contact Center Operations

Job Summary

We are looking for a proactive and detail-oriented Service Delivery Head to oversee end-to-end service operations and ensure seamless delivery. The ideal candidate should possess strong operational management skills, excellent communication abilities, and experience managing stakeholders, teams, and service performance in a fast-paced environment.

Key Responsibilities

• Manage end-to-end service delivery operations across assigned projects/accounts
• Ensure timely and high-quality delivery aligned with client expectations and SLAs
• Coordinate with internal teams, clients, vendors, and stakeholders to drive operational efficiency
• Monitor project progress, delivery timelines, risks, and escalations
• Lead daily operational activities, resource planning, and workflow management
• Maintain strong client relationships and act as the primary point of contact for delivery-related matters
• Conduct regular status reviews, reporting, and performance tracking
• Identify process improvement opportunities and implement operational best practices
• Ensure compliance with company policies, quality standards, and client requirements
• Support team management, performance monitoring, and issue resolution

Required Skills & Qualifications

• Proven experience in Service Delivery, Operations Management, Project Coordination, or Client Services
• Strong understanding of end-to-end operational processes and delivery management
• Excellent verbal and written communication skills
• Strong stakeholder and client management abilities
• Ability to manage multiple projects and priorities simultaneously
• Problem-solving mindset with strong organizational skills
• Experience handling escalations and driving resolution effectively
• Proficiency in Microsoft Office tools and project tracking/reporting platforms

Preferred Qualifications

• Bachelor’s degree in Business Administration, Management, Operations, or a related field
• Experience working in IT services, staffing/recruitment, managed services, or client operations environments is preferred
• Familiarity with SLA/KPI management and reporting

Key Competencies

• Leadership & Team Coordination
• Client Relationship Management
• Operational Excellence
• Communication & Presentation Skills
• Time Management & Multitasking
• Analytical & Problem-Solving Skills