Senior Manager - Service Delivery Management(BPS) at Tata… · Kolkata

Job Description

The Service Delivery Manager will lead the offshore large BPS Operation team Spanning >100 Associates .Managing end-to-end telecom order management and provisioning lifecycles for the UK market. (MBA operations -Preferred),Post Graduation(PGDM), management frameworks to optimize process throughput, manage customer delivery delays, and mitigate Service Level Guarantee (SLG) penalties.

Core Responsibilities

1. Team Leadership & Operational Excellence

• People Management: Leading large BPO teams of 100 + Associates,Mentor and lead a high-performing offshore operations team, fostering a culture of continuous improvement and first-time-right delivery.
• Performance Metrics: Define, monitor, and elevate operational KPIs across the delivery team.

2. Stakeholder Management & UK Client Relations

• Onshore Collaboration: Serve as the primary offshore escalation point and strategic partner for UK-based onshore business and operations teams.
• Governance & Reporting: Lead operational review meetings, presenting performance dashboards, trend analyses, and process improvement initiatives to international stakeholders.

3. Process Optimization & Order Lifecycle Management

• Throughput Optimization: Apply Lean, Six Sigma, or bottleneck analysis to streamline the end-to-end order journey from initiation to activation.
• Service Level Adherence & Penalty Mitigation : Monitor critical operational timelines to protect the organization against financial breaches. Proactively track milestone slippage, manage customer-side delays, and implement risk-mitigation strategies.
• Capacity Planning: Forecast incoming transaction volumes and align resource scheduling to meet fluctuating UK pipeline demands.