Service Delivery Manager

What you'll be doing :

As operation manager you are expected to manage the overall performance and governance of the Statement of Work (SOW), manage the day-to-day operations in accordance with the requirements of the Service Level Agreements (SLAs) set out in the SOW in partnership with and as delegated by the Project Managers, promptly identify and resolve Service delivery issues including implementation of preventive measures, handle transition management during set-up phase or expansion phase .

As a leader, you need to provide people management, mentorship, and career development to members, including your managers and agents / raters, achieve low attrition levels and high employee engagement. Drive Team Managers to deliver continuous improvement and productivity gains. Collaborate with Training and Quality Managers and Trainers to ensure the blend and harmony of training and quality assurance initiatives with Project Delivery initiatives to optimize production time. Flag and escalate business risks to both internal and external stake holders, keeping mind the internal strategies to support Innodata overall Project Delivery goals and objectives.

Required Skills

• 6+ years of experience in operations and people management experience, including managing leaders, and a strong desire to develop team members.
• Dynamic leader with experience and passion for managing large diverse teams of experts across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
• Strategic thinker with strong analytical and problem-solving skills.
• Empathy for the client community and passion to create an exceptional experience and provide outstanding support.
• Excited to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team members.