Devloit Hiring! Full Time Service Delivery Lead in Federal Territory - Ricebowl

We are looking for Service Delivery Lead

Language Mandarin Speaker

Key Responsibilities

Service Delivery & Operations

• Own end-to-end service delivery for customer service, technical support, or contact center programs.
• Drive operational performance against agreed SLAs, KPIs, CSAT, Quality, AHT, FCR, productivity, and service-level targets.
• Ensure consistent delivery across multiple locations, markets, languages, and customer segments.

Client & Stakeholder Management

• Act as a key point of contact for regional clients and senior stakeholders.
• Build strong client relationships and establish credibility through data-driven performance management.
• Lead regular MBR/QBR/operational governance reviews and present performance, risks, opportunities, and action plans

People & Team Management

• Lead, coach, and develop large and diverse teams in a high-volume contact center environment.

Required Skills & Experience

• 10+ years of experience in service delivery, operations, contact center, BPO, customer service, or technical support environments.
• Proven experience managing international or APAC-region programs, preferably across multiple countries or delivery locations.
• Strong experience in managing customer service and/or technical support operations in a contact center environment.
• Demonstrated experience managing large teams and multiple operational functions.
• Strong understanding of CSAT, NPS, SLA, KPI, quality, AHT, FCR, productivity, attrition, and workforce metrics.
• Experience with P&L, budgeting, forecasting, cost optimization, and commercial management