Delivery Excellence Manager Job Vacancy in UAE Dubai
Posted date [2025-02-20]
(ID: 33533)
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We’re Concentrix, a global leader in technology and services that empowers the world’s top brands today and into the future. Focused on solutions and driven by technology and intelligence, we design, build, and operate fully integrated, end-to-end solutions at speed and scale for over 2,000 clients, addressing their toughest business challenges. With unique data insights, deep industry expertise, and advanced technology, we are the intelligent transformation partner that simplifies how companies work, interact, and transact.... |
Delivery Excellence Manager
We are seeking a dynamic Delivery Excellence Manager to oversee end-to-end service delivery, optimize workforce management, and drive digital transformation through automation and data analytics. The ideal candidate will lead continuous improvement initiatives, ensuring high standards of operational efficiency and cost optimization. This role requires a strong leader with expertise in Lean, Six Sigma, and advanced analytics tools, with proven experience in operations management and digitization.
Job Location: Dubai, United Arab Emirates
Job Industry: Business Process Outsourcing and Managed Services
Job Function: Operations Management and Service Delivery
Salary: Negotiable
Gender: Any
Key Responsibilities
Operations Management
- Oversee end-to-end service delivery, ensuring high-quality service, SLA adherence, and achievement of KPIs
- Optimize workforce planning, staffing models, and workload distribution to enhance operational efficiency
- Implement governance models, risk controls, and compliance measures to meet organizational and industry standards
- Develop and monitor operational budgets, control costs, and identify financial efficiency opportunities
- Manage operational risks, including contingency planning and incident management
- Drive the adoption of automation tools, AI-driven analytics, and process optimization technologies
- Utilize data analytics, dashboards, and real-time reporting tools to monitor performance and recommend improvements
Delivery Excellence and Process Improvement
- Implement best practices for process optimization using Lean, Six Sigma, and other methodologies
- Lead robotic process automation (RPA) and AI-driven solutions to enhance operational effectiveness
- Establish a culture of continuous improvement through initiatives such as Kaizen and business process reengineering
- Perform root cause analysis to identify operational issues and implement sustainable solutions
- Develop and implement Total Quality Management (TQM) frameworks to ensure high service standards
- Use advanced analytics, predictive modeling, and BI tools (e.g., Power BI, Tableau, SQL) for data-driven decision-making
- Collaborate with internal and external stakeholders to benchmark and implement global best practices
Client and Stakeholder Management
- Serve as the primary liaison between clients, business leaders, and internal teams to align operations with business objectives
- Conduct regular business reviews and operational audits to assess performance and recommend improvements
- Implement structured feedback mechanisms to capture and act on customer and stakeholder feedback
Team Leadership and Capability Building
- Lead, mentor, and develop a high-performing operations team focused on efficiency and excellence
- Develop and deliver 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
Job Requirements
- Bachelor’s or Master’s degree in Business Administration, Operations Management, or a related field
- Minimum of 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
- Proficiency in workflow automation, CRM tools, and analytics platforms such as Power BI, Tableau, SQL, and Excel
- Proven track record in operational transformations, cost optimization, and digital process improvements
- Excellent leadership, problem-solving, and stakeholder management skills
What We Offer
- Competitive salary package based on experience
- Opportunity to lead operational transformation and digital innovation initiatives
- Career growth and leadership development opportunities
- A dynamic and collaborative work environment with cross-functional teams
About the Company
We are a leading organization specializing in business process outsourcing and managed services. Our mission is to deliver exceptional service delivery and operational excellence through continuous improvement and digital transformation. Join us and be part of a team driving innovation and excellence in service delivery.
We are seeking a dynamic Delivery Excellence Manager to oversee end-to-end service delivery, optimize workforce management, and drive digital transformation through automation and data analytics. The ideal candidate will lead continuous improvement initiatives, ensuring high standards of operational efficiency and cost optimization. This role requires a strong leader with expertise in Lean, Six Sigma, and advanced analytics tools, with proven experience in operations management and digitization.
Job Location: Dubai, United Arab Emirates
Job Industry: Business Process Outsourcing and Managed Services
Job Function: Operations Management and Service Delivery
Salary: Negotiable
Gender: Any
Key Responsibilities
Operations Management
- Oversee end-to-end service delivery, ensuring high-quality service, SLA adherence, and achievement of KPIs
- Optimize workforce planning, staffing models, and workload distribution to enhance operational efficiency
- Implement governance models, risk controls, and compliance measures to meet organizational and industry standards
- Develop and monitor operational budgets, control costs, and identify financial efficiency opportunities
- Manage operational risks, including contingency planning and incident management
- Drive the adoption of automation tools, AI-driven analytics, and process optimization technologies
- Utilize data analytics, dashboards, and real-time reporting tools to monitor performance and recommend improvements
Delivery Excellence and Process Improvement
- Implement best practices for process optimization using Lean, Six Sigma, and other methodologies
- Lead robotic process automation (RPA) and AI-driven solutions to enhance operational effectiveness
- Establish a culture of continuous improvement through initiatives such as Kaizen and business process reengineering
- Perform root cause analysis to identify operational issues and implement sustainable solutions
- Develop and implement Total Quality Management (TQM) frameworks to ensure high service standards
- Use advanced analytics, predictive modeling, and BI tools (e.g., Power BI, Tableau, SQL) for data-driven decision-making
- Collaborate with internal and external stakeholders to benchmark and implement global best practices
Client and Stakeholder Management
- Serve as the primary liaison between clients, business leaders, and internal teams to align operations with business objectives
- Conduct regular business reviews and operational audits to assess performance and recommend improvements
- Implement structured feedback mechanisms to capture and act on customer and stakeholder feedback
Team Leadership and Capability Building
- Lead, mentor, and develop a high-performing operations team focused on efficiency and excellence
- Develop and deliver 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
Job Requirements
- Bachelor’s or Master’s degree in Business Administration, Operations Management, or a related field
- Minimum of 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
- Proficiency in workflow automation, CRM tools, and analytics platforms such as Power BI, Tableau, SQL, and Excel
- Proven track record in operational transformations, cost optimization, and digital process improvements
- Excellent leadership, problem-solving, and stakeholder management skills
What We Offer
- Competitive salary package based on experience
- Opportunity to lead operational transformation and digital innovation initiatives
- Career growth and leadership development opportunities
- A dynamic and collaborative work environment with cross-functional teams
About the Company
We are a leading organization specializing in business process outsourcing and managed services. Our mission is to deliver exceptional service delivery and operational excellence through continuous improvement and digital transformation. Join us and be part of a team driving innovation and excellence in service delivery.
