Job Description :
Job Description
Role: Delivery Lead
Exp: 10+ years
Location: Reno, NV
Essential Functions
Manage day-to-day operations in accordance with requirements and SLAs set out in the client agreement
Identification and resolution of service delivery issues including implementation of preventative measures
Establish the Service Provider infrastructure necessary to perform the services for this client, including all technology, financial, human resources, security, facilities, and communication resources
Install all service delivery processes and Service Level reporting mechanisms and coordinate with Microsoft as needed
Provide people management, mentorship, and career development to members of the team, including managers and agents, achieve low attrition levels and high employee engagement.
Flag and escalate business risks timely to the client
Participate in evaluation and support of new growth opportunities
Job Knowledge, Skills And Abilities
Knowledge and experience building and scaling service operations over a short timeframe
Knowledge in the various tools and techniques needed for service operations, performance metrics management, quality measures, operational training, and change management.
Deep experience in managing varying volume businesses with high seasonality
In depth understanding of sales operations and order to cash processes
Direct and matrix supervisory and working relationship experience, and strategic thinking and problem-solving capabilities are required. Ability to inspire others at all levels of the organization is essential
Exemplary communications skills, both oral and written including writing presentations and technical reports.
Exceptional listener.
Ability to understanding client goals and how they measure success.
Ability to assess client situations. Identify needs, present proactive concepts and develop delivery specifications, recommendations, and solutions
Willingness to travel up to 25% of the time.
Ability to perform during schedule compression.
Education / Work Experience
Bachelor’s Degree (or equivalent experience)
10 years’ relevant experience leading managed service delivery teams
10 years’ relevant experience servicing large enterprise markets/clients