Service Delivery Lead
Confirmed on the employer's own hiring board on Oct 29, 2026. First seen by Alion on Oct 29, 2026.
Job Summary
Must Haves:
12+ years of operations experience in service industry
Proven experience managing large-scale customer service teams or service desks (preferred).
Strong client-facing skills with exceptional communication, negotiation, and conflict management capabilities. Demonstrated ability to socialize and present analytical insights, proposals, and strategies to executive leadership using metrics-driven arguments.
Track record of cross-functional leadership and general management expertise within a matrixed organizational structure.
Proven ability to drive business performance and growth through strong analytical acumen, thought leadership, an agile mindset, and a proactive attitude.
Excellent communication and facilitation skills with a history of building strong stakeholder relationships.
Effective people manager demonstrating the highest standards of integrity.
Experience in global roles and large-scale operational transitions (preferred).
Demonstrated success in building high-performing operations teams during business transitions (preferred).
Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.
Strong business acumen with the ability to influence key stakeholders across a complex business environment while balancing attention to detail across simultaneous projects.
Data-driven decision maker with a keen eye for detail, capable of proactively identifying operational risks and implementing mitigation plans.
Strong analytical skills with the ability to synthesize data into actionable strategic recommendations. Successful track record of attracting, inspiring, retaining, and developing leaders and team members within large teams.
Ability to streamline processes and establish efficient workflows, driving cross-functional alignment across Engineering, Product, Marketing, and Business Development teams.
Strong sense of ownership and accountability for overall team performance, SLA adherence, and KPI delivery.
Key Responsibilities
Areas of Responsibility:
Stakeholder/Business Management:
Deliver on financial and non-financial business goals.
Prepare and present process performance metrics to key stakeholders.
Lead and participate in governance discussions and management forums with clients.
Identify key cost drivers and optimize operational expenditures.
Proactively identify business expansion opportunities with the customer.
Identify growth potential and achieve headcount and delivery expansion targets.
Anticipate future business needs and actively participate in talent acquisition.
Share value-add initiatives and best practices across various operational teams.
Adopt and implement industry best practices across processes and business verticals.
Drive process enhancements to boost overall revenue growth.
Manage revenue forecasting and financial tracking.
Oversee contractual agreements and statement of work compliance.
Customer Relationship Management:
Nurture client relationships through clear, consistent communication and regular weekly/monthly business reviews.
Collaborate with customers to resolve operational challenges and Critical to Quality (CTQ) delivery issues.
Lead client meetings to proactively identify risks and mitigate potential issues.
Manage and resolve customer escalations with urgency and thoroughness.
Identify innovative solution approaches to fulfill emerging client needs and enhance existing service offerings.
Analyze customer feedback periodically to drive action plans aimed at improving satisfaction scores.
Process Improvements and Adherence:
Ensure strict adherence to organizational and industry compliance standards and quality benchmarks.
Initiate and lead process improvement projects to elevate overall operational efficiency.
Identify and execute automation opportunities to streamline operational tasks.
Project Control, Management and Review / Program delivery:
Guide the team to meet process SLAs, productivity goals, and quality targets within defined timelines.
Maintain robust documentation and manage seamless knowledge transfer according to project timelines.
Partner with internal support functions to secure necessary IT/infrastructure tools and ensure zero downtime.
Plan for infrastructure and resource requirements in alignment with projected business growth.
Optimize resource utilization and schedule end-to-end operational workflows.
Forecast staffing needs based on volume projections and headcounts, ensuring efficient work allocation.
Perform forward-looking strategic planning across process delivery, team development, and client engagement.
Develop toolings, workflow enhancements, and operational frameworks.
Foster a culture of proactive risk identification and mitigation across operations.
People/Team:
Provide clear leadership, mentorship, and career guidance to team members.
Promote continuous learning, upskilling, and knowledge management practices within the team.
Conduct performance appraisals and feedback cycles for direct reports.
Manage attrition risks through skip-level meetings, tailored engagement initiatives, and structured retention plans.
Identify training requirements for direct reports and ensure technical/domain skill gaps are addressed.
Participate in organization-wide initiatives including recruitment drives and leadership development programs.
Cascading leadership updates and strategic vision through regular team meetings and town halls.
Skill Requirements
Education: Bachelor's degree required; Master's/Postgraduate degree preferred.