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Senior Delivery Manager

4 semanas atrás

Curitiba, Paraná, Brasil Wipro Digital Operations And Platforms Tempo inteiro

Role:

Sr. Delivery Manager


Key Responsibilities:

  • Manage the overall performance and governance of Statements of Work (SOWs) in collaboration with Vendor Account Managers.
  • Ensure day-to-day operations align with SOW requirements and Service Level Agreements (SLAs).
  • Promptly identify and resolve service delivery issues, implementing preventative measures where necessary.
  • Transition manage during setup or expansion phases, establishing the necessary infrastructure for service delivery.
  • Coordinate with Airbnb as required.
  • Implement service delivery processes and Service Level reporting mechanisms.
  • Provide exceptional people management, mentorship, and career development to team members, including managers and representatives, to achieve low attrition levels and high employee engagement.
  • Drive Operations teams to deliver continuous improvement and productivity/quality gains.
  • Flag and escalate business risks timely to clients.
  • Analyze data to identify trends in customer needs or behavior patterns that may require changes to business processes.
  • Develop and implement new processes or procedures to improve efficiency or quality of service.
  • Coordinate with other departments, such as marketing, sales, or human resources, to ensure customers receive proper attention.
  • Conduct regular meetings with clients to ensure satisfaction with service standards.


Requirements:

  • Dynamic leader with experience and passion for managing large, diverse teams across multiple sites in a fast-paced environment.
  • Ability to deal with rapid change and ambiguity.
  • Strategic thinker with strong analytical and problem-solving skills.
  • Very strong level of English, both written and verbal.
  • Adaptable and energized by a fast-paced environment.
  • University Graduate or above.
  • 14+ years of experience in operations in the Social Media industry.
  • 7+ years of people management experience, including managing leaders, with a strong desire to develop team members.