Project Manager_Sales_Operations

Role & responsibilities :

Job Summary

We are looking for an experienced BPO Delivery Project Manager to own the end-to-end offshore delivery of a large sales-operations engagement for a Telecom global client. You will be accountable for the delivery organisation's capacity, service levels (SLA/KPI), quality, cost and continuous improvement turning committed service levels into a well-staffed, governed and productive delivery team across operations, backlog clearance and automation/tooling streams.

Key Responsibilities

• Own the offshore delivery organisation's capacity plan, staffing and ramp-up against the agreed workforce model.
• Hold end-to-end accountability for SLA/KPI performance across all delivery streams.
• Own delivery quality (makerchecker, QA sampling) and drive reduction in defects and rework.
• Manage delivery cost, utilisation and margin against the commercial baseline.
• Drive continuous improvement and productivity, including adoption of automation.
• Lead and mentor the Operations Delivery Lead and stream/technical leads; own performance management and succession planning.
• Manage workforce risk attrition, key-person coverage and team pyramid health.
• Report delivery performance into program governance and act as the second-level (L2) escalation owner for delivery.

Required Skills & Experience

• 10+ years in offshore / managed-services delivery management, including 5+ years running a 50+ member delivery organisation.
• Proven large-team delivery leadership with strong SLA/KPI and capacity management.
• Strong grounding in quality systems, continuous improvement, and cost/utilisation management.
• Excellent people-leadership at scale, operational rigour, performance orientation and resilience under pressure.

Education / Qualifications

• Bachelor's or Master's degree; a degree in Commerce / Finance (B.Com / M.Com) or a related discipline is preferred, given the sales-compensation and finance-operations nature of the work.
• Delivery / quality certifications (ITIL, Lean / Six Sigma) preferred.