Job Description

Service Delivery Enablement Ops Manager

A crucial role working with a large team of client experience leads, leadership, supporting complex programmes and a diverse group enabling the business to be successful, streamline services, solves problems, enhances efficiencies and enable quick resolution.
To be successful in this role, you ll need a passion for driving positive change within a complex environment and a proven ability to manage multiple internal and external stakeholders. This lead will work in partnership with WFM, commercial teams, client experience leads, internal stakeholders such as hr, visa team, recruitment etc, the purpose of the role to help Dublin site become known as a site for seamless service delivery, quick to resolve issues, respond to queries, drive priorities and roll out mobilisation implementation.
This is an exciting opportunity to think and act in an out of the box thinking solution.

Duties Responsibilities

  • Drive optimization of service and ensure continuous improvement
  • Agility to support various projects when required to enhance an ever evolving business.
  • Stakeholder management to collaborate and leverage the internal network to get successful outcomes in a timely manner.
  • Speed is of essence and hence need candidate who is a quick learner and can assimilate information quickly
  • Proactively develop initiatives
  • Ability to deep dive situations problems, understand the granular details quickly and do a Route Cause Analysis, when required.
  • Lead from the front to ensure initiatives are implemented rolled out and closed out where possible within the committed timelines
  • Establishes strategic partnerships with Service Delivery Leads, leading meaningful conversations and maintaining strong working relationships with all stakeholders
  • Works closely with Leadership to align on the priorities and goals of Account Delivery, whether it is headcount management, sales community, wellness or I D.
  • Uses data to evaluate performance.


Required Skills Experience:

  • 3 years relevant work experience in enabling functions to drive seamless service delivery across a complex social platform
  • 2 years experience leading company critical initiatives, managing multiple stakeholders, including the ability to work strategically and collaboratively across departments
  • Excellent negotiation, influence, mediation, and conflict management skills
  • Ability to manage multiple simultaneous activities across different business activities.
  • Project management qualifications and experience.
  • Solid understanding of service delivery within a BPO environment, with ability to understand what good looks like .
  • Knowledge of how to roll out consistent regular comms on key critical topics to the service delivery team.
  • Strong track record in successful management of teams, with proven ability to motivate and engage team members around a common goal
  • An individual with EQ to support business needs and proactive communicate difficult comms if and when required.
  • Commercial acumen
  • Agility to work with changing goals on a consistent to meet the business priorities.
  • Creativity focused on cost reduction service improvement opportunities
  • Ability to work in a process driven high demand environment
  • Strong organizational, multi tasking, and time management skills
  • Experience mobilizing teams whether it is launching new programmes, implementing WFH, RTO etc.
  • Create, develop and implement key projects for the business.
  • Excellent communication and presentation skills
  • Diligent strong attention to detail
  • Highly organized able to balance multiple priorities and strict deadlines
  • Strong problem solving and analytical skills, and a naturally inquisitive approach to addressing issues
  • Intermediate advanced Microsoft Excel and PowerPoint skills
  • Change management experience
  • Service focused with ability to meet targets on a continuing basis
  • Ability to be flexible and work analytically.

  • Must be comfortable reviewing sensitive content including graphic pornography, violence, drug use, child abuse, etc.
  • Majority of your time will be spent on general content music, sports, beauty, fashion, kids, etc. but you will come across some sensitive content on a weekly basis.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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