Regional Operations Manager

Excellent communication skills both written and oral.

Ability to travel to satellite offices minimum of twice per year

Must have excellent organizational skills

Understanding of Exela Technologies and outsourcing industry a plus

Ability to understand and manage financial documents such as P&L reports

Ability to process payroll, employee reviews, and other administrative functions is a priority

Knowledge of Microsoft Office platforms (excel, word, ppt)

"The salary range for this position starts at $100,000; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered."

Service Delivery Manager 3

About the Role:

As a Service Delivery Manager 3, you will play a critical role in ensuring the successful delivery of services to our clients, overseeing all aspects of service delivery, from strategy development to execution. You will lead a team of service delivery professionals, collaborate with cross-functional teams, and drive continuous improvement initiatives to enhance service quality and customer satisfaction. This role requires strong leadership, strategic thinking, and a customer-centric approach to service delivery.

Essential Job Responsibilities:

• Lead the end-to-end delivery of services to assigned clients, ensuring alignment with their business objectives, requirements, and expectations.
• Manage a team of service delivery professionals, providing direction, guidance, and support to optimize service delivery processes and performance.
• Develop and implement service delivery strategies, plans, and initiatives to meet client needs and drive business growth.
• Establish and maintain strong relationships with key stakeholders, including clients, internal teams, and third-party vendors, to ensure effective collaboration and communication.
• Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to measure service performance and drive continuous improvement.
• Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and identify opportunities for service enhancements.
• Manage service delivery projects and initiatives, including service transitions, migrations, and upgrades, ensuring timely delivery and quality outcomes.
• Identify risks and issues impacting service delivery and develop mitigation plans to address them proactively and minimize disruptions.
• Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness, and scalability.
• Prepare and present regular reports, updates, and insights to senior management and clients, summarizing service performance, achievements, and areas for improvement.
• Stay informed about industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes.
• Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and development.

Qualifications:

• Bachelor's degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).
• Minimum of 7-10 years of experience in service delivery management, client relationship management, or a related field, preferably in the IT services industry.
• Proven track record of successfully managing complex client relationships, leading service delivery teams, and delivering services to meet client expectations and SLAs.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
• Deep understanding of service management principles, ITIL framework, and industry best practices for service delivery.
• Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms.
• Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions.
• Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment.
• Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations.