Delivery Operations Associate Manager Lisboa

Delivery Operations Associate Manager
Lisboa
Lisboa, Lisboa, Portugal

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Operations Manager,
- facing role working with a large team of professionals. You are responsible for and own the delivery of service and service metrics to the client as per contractual agreement, managing all aspects of the team’s strategy, forecasting, and delivery of execution excellence regarding the assigned workflows. You will report directly to the Service Delivery Lead and own the future growth of the established team. People management, motivation, engagement, and accountability are key functions of this role.

Main Responsibilities/Accountabilities

• Maintaining and developing key client relationships
• Owning the delivery of service and service metrics to the client
• Supporting quality programs
• Embedding new processes and workflows into the team
• Driving continuous improvement and
  - added initiatives
• Meeting contractual obligations
• Assessing and implementing change and strategic directions
• Ensuring complete and robust process documentation
• Coaching, developing, and managing team members
• Resolving serious issues and managing escalations
• Allocating resources and responsibilities to deliver results and develop the team
• Managing formal evaluation processes, including career development, salary reviews, and performance management

Required Skills and Experience

• 6+ years managing teams in an outsourced/operations environment with multilingual teams
• Trust & Safety experience - mandatory
• Management of large teams
• Multi-party management (subcontractors, clients, vendors)
• Ability to meet SLAs and metrics
• Financial management skills
• Strong organizational,
  - tasking, and
  - management skills
• Excellent negotiation, influence, mediation, and conflict management skills
• Strong business acumen
• Creativity focused on service improvement opportunities
• Change management experience
• Ability to work in a
  - driven,
  - demand environment
• Service-oriented with a track record of meeting targets
• Flexible and analytical
  - solving skills
• Excellent communication and interpersonal skills
• Supervisory, coaching, and project management skills
• Ability to manage multiple activities across different business areas
• Delivery-focused with a focus on continuous improvement and adding value
• Experience managing sensitive and challenging
  - generated content with discretion and good judgment
• Excellent English proficiency

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: IT Services and IT Consulting

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