About the Role: We are looking for an experienced and driven Senior Service Delivery Manager to join our growing Operations team. The successful candidate will lead, manage, and ensure high-quality service delivery for key accounts in a dynamic BPO setting. You will be responsible for ensuring operational excellence, client satisfaction, team performance, and overall account profitability. Key Responsibilities: Manage client SLAs and drive continuous improvement Drive operational strategies that align with business goals and client expectations Lead cross-functional teams in achieving performance metrics (SLA, KPI, quality, efficiency) Provide mentorship, coaching, and leadership to direct reports Coordinate closely with internal teams (HR, QA, WFM, Recruitment, Training) Conduct business reviews and performance analysis Support business development initiatives and client visits Oversee budgeting, forecasting, and seat utilization Ensure adherence to company policies and operational standards Champion a positive, engaged, and productive work culture Required Qualifications: Minimum 10 years of experience in International BPO, with at least 2 years in a Senior Service Delivery Manager or Senior Operations Manager role Proven expertise managing large-scale customer service, technical support, or ecommerce accounts Strong knowledge of BPO metrics and methodologies (SLA, KPIs, RCA, Pareto, Six Sigma, etc.) Excellent people management, training, and leadership skills Proficient in CRM platforms, workforce management, and reporting tools Strong analytical, problem-solving, and decision-making abilities Effective communicator with excellent negotiation skills Budgeting and financial management experience Willingness to work in rotating shifts, weekends, and across multiple sites Good to Have: Experience with account transitions or migrations Certifications in Quality, Project Management, or Operational Excellence Selection Process: Assessment (Mensa & Topic Presentation) Operations Interview Background Check If you're passionate about operational excellence and client success, apply now and become part of a team that thrives on leadership, innovation, and growth. Show more Show less