Delivery Excellence Manager

Job Title:

Delivery Excellence Manager

Job Description

The Delivery Excellence Manager will oversee end-to-end service delivery, ensuring adherence to SLAs and KPIs while optimizing workforce management and cost efficiency. This role requires driving digital transformation through automation and data analytics, leading continuous improvement initiatives, and fostering a culture of excellence within the team. The incumbent will act as a key liaison between clients and internal stakeholders, conducting performance audits and implementing best practices. We are looking for a strong leader with operations management and digitization experience, the ideal candidate possesses expertise in Lean, Six Sigma, and advanced analytics tools.

Key Responsibilities:

1. Operations Management

• End-to-End Service Delivery Oversight: Supervise and manage day-to-day operational activities to ensure high-quality service delivery, adherence to SLAs (Service Level Agreements), and achievement of key performance metrics (KPIs).
• Workforce & Resource Management: Optimize workforce planning, staffing models, and workload distribution to enhance efficiency and minimize operational bottlenecks.
• Governance & Compliance: Implement robust governance models, risk controls, and regulatory compliance measures to ensure adherence to organizational and industry standards.
• Cost Optimization & Budgeting: Develop and monitor operational budgets, control costs, and identify areas for financial efficiency without compromising service quality.
• Operational Risk Management: Identify, analyze, and mitigate risks that may impact service continuity, including contingency planning and incident management.
• Technology-Driven Operations: Drive the adoption of automation tools, AI-driven analytics, and process optimization technologies to reduce manual dependencies and improve scalability.
• Performance Monitoring & Reporting: Leverage data analytics, dashboards, and real-time reporting tools to track performance, identify trends, and recommend course corrections.

2. Delivery Excellence & Process Improvement

• Process Optimization & Standardization: Identify and implement best practices for process optimization using Lean, Six Sigma, and other methodologies to streamline workflows and reduce inefficiencies.
• Digital Transformation & Automation: Spearhead robotic process automation (RPA) and AI-driven solutions to enhance operational effectiveness and reduce costs.
• Continuous Improvement Initiatives: Establish a culture of continuous improvement by driving initiatives such as Kaizen, business process reengineering (BPR), and customer journey mapping.
• Root Cause Analysis & Corrective Actions: Utilize Root Cause Analysis (RCA) frameworks to identify operational issues, propose corrective action plans, and implement sustainable solutions.
• Quality Assurance & Service Excellence: Develop and implement Total Quality Management (TQM) frameworks, ensuring high service standards, reduced errors, and enhanced customer satisfaction.
• Data-Driven Decision Making: Utilize advanced analytics, predictive modeling, and BI tools (e.g., Power BI, Tableau, SQL) to derive actionable insights and enhance business performance.
• Stakeholder Collaboration & Best Practices Implementation: Work closely with internal and external stakeholders to benchmark and implement global best practices in service delivery and operational excellence.

3. Client & Stakeholder Management

• Act as a key liaison between clients, business leaders, and internal teams to ensure alignment of operations with business objectives.
• Conduct regular business reviews and operational audits to evaluate performance and recommend improvements.
• Implement structured feedback mechanisms to capture and act on customer and stakeholder feedback.

4. Team Leadership & Capability Building

• Lead, mentor, and develop a high-performing operations team with a strong focus on efficiency and excellence.
• Develop and conduct training programs to upskill employees on process excellence, automation tools, and quality management.
• Foster a culture of ownership, accountability, and continuous learning within the operations team.

Qualifications & Experience:

• Bachelor’s/Master’s degree in Business Administration, Operations Management, or a related field.
• 8 years of experience in operations management, service delivery, or process excellence roles.
• Strong expertise in Lean, Six Sigma (Green Belt/Black Belt preferred), RPA, Process Automation, and Business Intelligence tools.
• Experience in shared services, contact centers, BPO, or managed services operations is an advantage.
• Strong technical proficiency in workflow automation, CRM tools, and analytics platforms (Power BI, Tableau, SQL, Excel, etc.).
• Proven track record in operational transformations, cost optimization, and digital process improvements.
• Excellent leadership, problem-solving, and stakeholder management skills.

Location:

ARE Dubai - Property# BCB2 515, Dubai CommerCity

Language Requirements:

Time Type:

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