Senior Service Delivery Manager

The Senior Manager of Service Delivery will lead operational performance for a major telecoms program focused on sales effectiveness, customer experience, compliance, and client metrics delivery.

Job Description: Senior Manager – Service Delivery (| Sales & Customer Experience)

Department: Service Delivery & Client Success
Reports To: AVP, Service Delivery & Client Success
Location: Onsite / Hybrid (Travel as required)

Position Overview

The Senior Manager of Service Delivery will lead operational performance for a major telecoms program focused on sales effectiveness, customer experience, compliance, and client metrics delivery. This role requires a highly analytical, detail-oriented leader who can convert data into actionable strategies that drive measurable improvements.

The Senior Manager will partner closely with cross-functional teams, internal leadership, and client stakeholders to ensure flawless execution, operational excellence, and consistent achievement of contractual performance metrics.

Key Responsibilities:

Service Delivery & Client Performance

• Own all client-facing KPIs for sales, customer experience, quality, and compliance within the AT&T program.
• Monitor daily, weekly, and monthly operational metrics; identify trends, gaps, and opportunities for improvement.
• Create detailed action plans to drive sales conversion, customer satisfaction, process compliance, and efficiency.
• Ensure alignment with AT&T expectations, standards, and zero-tolerance policies.

Operational Excellence & Continuous Improvement

• Implement Lean/Operations Excellence practices to simplify processes, reduce defects, and enhance productivity.
• Conduct root-cause analysis on performance failures and partner with Quality, Training, and Operations teams to implement corrective actions.
• Optimize workflow design, SOPs, and cross-functional coordination for consistent delivery outcomes.

Leadership & People Management

• Lead and develop a high-performing team of supervisors/managers to meet performance targets.
• Provide coaching, performance feedback, and career development guidance.
• Promote a culture of accountability, adaptability, and excellence.

Data Analytics & Reporting

• Perform advanced analysis using Excel/Power BI/other tools to evaluate metrics at a micro-level.
• Build dashboards, performance readouts, and client-ready reports outlining insights and improvement plans.
• Translate complex data into clear, actionable recommendations.

Required Skills & Competencies

• Critical Thinking & Problem Solving: Ability to identify issues quickly, think strategically, and create effective solutions.
• Advanced Microsoft Skills: Excel (VLOOKUP, Pivot Tables, PowerPoint, and data presentation.
• Data Analysis Expertise: Comfortable analyzing large datasets, interpreting trends, and developing insights.
• Operational Excellence Mindset: Experience with process improvement, quality frameworks, or lean methodologies.
• Leadership Excellence: Strong coaching, motivation, and team-building capabilities.
• Adaptability & Flexibility: Able to work in high-pressure environments with shifting priorities.
• Exceptional Communication: Professional, clear, and confident client-facing communication.

Minimum Requirements

• 4+ years of management experience (supervisor level or above).
• Prior experience with major telecommunications provider
• Minimum 3 years working in telecom operations, customer experience, or sales delivery.
• Proven experience managing client metrics and operational KPIs.
• Must possess a valid U.S. visa to allow international travel for business needs (if required).
• Prior experience in a Service Delivery, Operations Excellence, or Business Insights role is strongly preferred.

Preferred Qualifications

• Experience in outsourced vendor environments or large enterprise telecommunications programs.
• Familiarity with Verint and Salesforce.
• Knowledge of quality monitoring, compliance frameworks, and customer lifecycle processes.
• Certifications in Lean Six Sigma, COPC, or similar (preferred but not required).

What We Offer

• Opportunity to work with a global telecommunications client.
• Career growth in a high-visibility role with senior leadership exposure.
• A dynamic environment driven by analytics, performance, and operational excellence.