Aceolution - Head - Customer Service & Contact Center Operations

Description:

Job Summary:

We are looking for a proactive and detail-oriented Service Delivery Head to oversee end-to-end service operations and ensure seamless delivery.

The ideal candidate should possess strong operational management skills, excellent communication abilities, and experience managing stakeholders, teams, and service performance in a fast-paced environment.

Key Responsibilities:

- Manage end-to-end service delivery operations across assigned projects/accounts.

- Ensure timely and high-quality delivery aligned with client expectations and SLAs.

- Coordinate with internal teams, clients, vendors, and stakeholders to drive operational efficiency.

- Monitor project progress, delivery timelines, risks, and escalations.

- Lead daily operational activities, resource planning, and workflow management.

- Maintain strong client relationships and act as the primary point of contact for delivery-related matters.

- Conduct regular status reviews, reporting, and performance tracking.

- Identify process improvement opportunities and implement operational best practices.

- Ensure compliance with company policies, quality standards, and client requirements.

- Support team management, performance monitoring, and issue resolution.

Required Skills & Qualifications:

- Proven experience in Service Delivery, Operations Management, Project Coordination, or Client Services.

- Strong understanding of end-to-end operational processes and delivery management.

- Excellent verbal and written communication skills.

- Strong stakeholder and client management abilities.

- Ability to manage multiple projects and priorities simultaneously.

- Problem-solving mindset with strong organizational skills.

- Experience handling escalations and driving resolution effectively.

- Proficiency in Microsoft Office tools and project tracking/reporting platforms.

Preferred Qualifications:

- Bachelors degree in Business Administration, Management, Operations, or a related field.

- Experience working in IT services, staffing/recruitment, managed services, or client operations environments is preferred.

- Familiarity with SLA/KPI management and reporting.

Key Competencies:

- Leadership & Team Coordination.

- Client Relationship Management.

- Operational Excellence.

- Communication & Presentation Skills.

- Time Management & Multitasking.

- Analytical & Problem-Solving Skills.