Senior Manager, Operations & Delivery
ARDEM Incorporated (company site, opens in a new tab)12–15 yrsLucknowOn-siteDirect career pageEst. 20–35 LPA
Posted on 10 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own full portfolio management of client Operations & Delivery engagements including performance, growth, client confidence, people, controls, and economics.
- Directly lead Project Owners / Service Delivery Leads managing ~30 client portfolios across multiple managed operations sectors (data processing, logistics, healthcare, contact centre).
- Held accountable for SLA/TAT performance, client retention and escalations, operational controls, staffing, and financial outcomes (revenue, cost, margin, productivity).
Minimum Requirements
- 12–15+ years experience in BPO, BPM, managed operations or similar multi-client environment covering data processing, back-office, logistics, utilities, healthcare admin, or contact centres.
- Demonstrated leadership over multiple operations accounts with client-facing experience at leadership levels (Operations Directors/VPs) and proven production control, SLA/TAT, capacity management expertise.
- Proven track record managing multi-client portfolios with accountability for staffing, queue/backlog, and portfolio economics.
- Work Experience Required: 12–15+ years as explicitly stated in the JD. Notice period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced functional leader with demonstrated ability managing scalable, multi-client managed operations portfolios with operational and financial ownership.
- Capable of deep hands-on operations management including SLA/TAT governance, production control, workforce and capacity planning, and process improvement.
- Proven ability to coach and lead managers with real accountability for client trust, delivery excellence, and personnel decisions in complex outsourced or managed services environments.