Operation Lead

Job Overview The Associate Director - Operations is responsible for leading end-to-end service delivery, operational excellence, and client satisfaction across managed services engagements. This role ensures consistent, high-quality service delivery aligned with SLAs, drives continuous improvement, and manages cross-functional teams to meet business and client objectives.

Roles and Responsibilities

Key Responsibilities Service Delivery Leadership
- Oversee delivery of managed services across multiple client accounts, ensuring adherence to SLAs, KPIs, and contractual commitments
- Act as the escalation point for critical service issues and ensure timely resolution
- Drive service excellence and customer satisfaction through proactive engagement and governance Operational Management
- Lead daily operations, resource planning, and capacity management
- Implement best practices, standard operating procedures (SOPs), and service frameworks (e.g., ITIL)
- Monitor performance metrics and drive improvements in efficiency, quality, and cost Client Relationship Management
- Build and maintain strong client relationships at senior stakeholder levels
- Conduct regular service reviews (MBRs/QBRs) and present performance insights
- Identify opportunities for service expansion, upsell, and value addition Team Leadership & Development
- Lead, mentor, and develop high-performing operations and service delivery teams
- Drive a culture of accountability, collaboration, and continuous learning
- Manage hiring, onboarding, performance management, and succession planning Financial & Commercial Oversight
- Manage P&L for assigned accounts or portfolios
- Ensure cost optimization, margin improvement, and financial compliance
- Support contract negotiations, renewals, and pricing strategies Continuous Improvement & Transformation
- Drive automation, process optimization, and digital transformation initiatives - Implement tools and technologies to enhance service delivery
- Champion innovation and continuous improvement programs Risk & Compliance
- Ensure compliance with organizational policies, security standards, and regulatory requirements
- Identify operational risks and implement mitigation strategies
- Maintain audit readiness and governance controls
- Bachelor s degree in Business, Engineering, IT, or related field (Master s preferred)
- 10-15+ years of experience in operations and service delivery within a managed services environment
- Proven experience managing large-scale service delivery teams and client portfolios
- Strong understanding of ITIL or similar service management frameworks
- Demonstrated success in P&L management and operational optimization
- Leadership and people management
- Strategic thinking and execution
- Client engagement and stakeholder managemen
t - Operational excellence and process improvement
- Financial acumen
- Problem-solving and decision-making
- Strong communication and presentation skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.