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.