Service Delivery Manager – Lead High‑Performing Operations

About the role

We are seeking an experienced Service Delivery Leader to head a critical operational team in a high‑volume, detail‑intensive service environment. The role focuses on building a predictable, controlled, and continuously improving operation rather than reacting to problems.

Key responsibilities

• Take accountability for overall performance, set clear priorities, ownership and accountability across the team.
• Establish operating rhythms, performance routines and management controls; monitor workload, capacity, productivity, quality and service levels.
• Create a strong culture of quality and risk management, ensuring issues are identified, analyzed and addressed at root.
• Develop people up to Assistant Manager level, build leadership capability and address performance issues fairly.
• Serve as a trusted operational partner to internal and client stakeholders, communicating performance, risks and capacity constraints.
• Identify systemic causes of recurring problems and lead continuous‑improvement initiatives.

Required profile

• Minimum 7 years managing operational teams of 30+ in a complex, service‑oriented environment.
• At least 5 years of people‑management experience with multiple direct reports.
• Bachelor’s degree in business, management or related field; professional certifications (Lean Six Sigma, Kanban, project management) a plus.
• Proven ability to use data for decision‑making, manage stakeholder relationships and drive governance.

Required skills

• Operational leadership and strategic systems thinking.
• Data‑driven decision making and risk management.
• People leadership, coaching and performance management.
• Governance, stakeholder management and change leadership.