Related skills
workforce management data analysis change management stakeholder management itil📋 Description
- Own end-to-end service delivery for clients, ensuring SLAs/KPIs.
- Ensure operational readiness for volume shifts and changes.
- Act as senior escalation point for complex issues; ensure timely resolution.
- Provide coaching, QA, and SME support for continuous improvement.
🎯 Requirements
- 3–5+ years in service delivery, operations or SLA-driven roles.
- Strong experience managing KPIs, SLAs, escalations, and performance.
- Proven ability to translate data/insights into structured execution and improvements.
- Experience presenting service performance and leading governance forums.
- Degree preferred; equivalent experience considered by geography.
- Familiarity with workforce management and ITIL is a plus.
🎁 Benefits
- Hybrid schedule with 2 days in office per week.
- Market-competitive salary.
- Great career growth in a global org.
- Generous insurance (health, disability, life).
- Paid holidays, time off, and life-event leave.
- This position operates a shift window from 6:00am to 6:00pm, Monday to Friday.
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