Job Title

Delivery Manager

Role Summary

The Delivery Manager is responsible for leading large-scale customer service and contact center operations, ensuring operational excellence, client satisfaction, financial performance, compliance, and strategic delivery. The role requires strong leadership capabilities to manage large teams, drive transformation initiatives, optimize operational efficiency, and ensure adherence to contractual commitments while delivering exceptional customer experiences.

Key Responsibilities

Service Delivery & Operations Management

• Lead and manage a large-scale operation comprising 500–700 FTEs , ensuring consistent achievement of service delivery, quality, productivity, and customer satisfaction objectives.
• Provide strategic direction and operational leadership to deliver best-in-class customer service and operational excellence.
• Drive overall program performan...