Project Owner / Service Delivery Operations Lead

Designation-Project Owner / Service Delivery Operations Lead

(Managed Operations | Client-Facing Delivery Ownership, Production Control, SLA, Quality, Risk, and Team Leadership)

Role Positioning

This is not a coordinator role. ARDEM is hiring a client-facing service delivery owner who can run managed client workflows with daily production control, proactive communication, visible governance, team leadership, SLA/TAT discipline, risk management, and continuous improvement.

Position Summary

ARDEM is seeking a Project Owner / Service Delivery Operations Lead to own the daily execution and client-facing delivery management of assigned managed operations workflows.

The right candidate has experience leading production teams, controlling queues and backlogs, managing SLA/TAT performance, communicating directly with clients, identifying risk early, and improving how work gets done. This person should create confidence for the client by showing visible command of the work.

Title: Project Owner / Service Delivery Operations Lead - Managed Operations

Function- Operations / Delivery

Reports To- Operations Leadership / Director or Head of Deliver

Role Type - Client-facing service delivery and production operations ownership.

Primary Outcome- Ensure assigned client workflows are delivered on time, accurately, visibly, and professionally with strong team control and proactive risk management.

Core Responsibilities

• Own daily production control for assigned client workflows, including incoming volume, completed work, backlog, aging, SLA/TAT risk, blockers, staffing capacity, urgent client requests, and next-24-hour priorities.
• Lead the delivery team by assigning work, clarifying priorities, monitoring output, coaching performance, addressing attendance/capacity issues, and ensuring analysts understand expectations.
• Communicate directly with clients through delivery calls, status updates, escalation communication, action-item recaps, and proactive risk notifications.
• Run weekly governance for assigned accounts: output, SLA/timeliness, quality, backlog/aging, open issues, client dependencies, staffing/coverage, risks, corrective actions, and next steps.
• Maintain process control through current work instructions, process maps, exception rules, quality checklists, training notes, issue logs, change logs, and ownership of the latest approved process version.
• Identify delivery, quality, staffing, access, documentation, client-dependency, scope, backlog, and trust risks early; escalate with facts, impact, timeline, recommendations, and required support.
• Drive continuous improvement by identifying repeat issues, root causes, rework patterns, process waste, training gaps, and opportunities to improve accuracy, speed, visibility, and client experience.
• Partner with Solutions & Transition during launch/stabilization and accept delivery ownership after internal handoff.

Ideal Candidate Profile

• 5-10+ years in BPO/BPM, managed services, shared services, back-office operations, data operations, logistics operations, contact center operations, or client operations.
• Experience as Assistant Manager - Operations, Deputy Manager - Operations, Team Lead / Senior Team Lead, Process Lead, Service Delivery Lead, Client Operations Lead, or similar role.
• Has managed real production work: queues, daily volumes, backlog, aging, SLA/TAT, quality, staffing, team output, and client escalations.
• Strong English communication with direct client-facing experience. Must be able to lead calls, write clear updates, manage expectations, and communicate risk proactively.
• Comfortable working in a high-ownership environment where waiting for instructions is not acceptable.

Strong Backgrounds

BPO/BPM Operations- Most direct fit for managed client workflows, SLA discipline, team management, quality control, and client delivery communication.

Shared Services/GBS- Most direct fit for managed client workflows, SLA discipline, team management, quality control, and client delivery communication.

Contact Center Operations- Useful if the candidate has SLA, queue, quality, escalation, team, and client communication ownership.

Data Processing/Back-Office Operations- Strong fit when the candidate has managed production volumes, accuracy, turnaround, and analyst teams.

Logistics/Healthcare/Admin Operations- Good fit when the candidate has managed recurring workflows, documentation, escalations, and client/customer expectations.

Must Have Capabilities

• Production command: always knows current volume, status, backlog, aging, staffing, blockers, and SLA risk.
• Client trust-building communication: clear, proactive, factual, non-defensive, and action-oriented.
• Ownership mindset: does not wait to be told, does not hide behind analysts or circumstances, and escalates early when risk is material.
• Governance discipline: can run weekly reviews, manage action logs, send recaps, and close loops.
• Risk and corrective action: can identify early warning signs, perform root cause thinking, assign owners/dates, and verify that fixes work.