Operations
Operations Delivery Lead
Lead a managed delivery pod and turn client commitments into dependable daily operations.
- Department
- Operations
- Location
- Addis Ababa, Ethiopia
- Work mode
- On-site
- Employment
- Full-time
01
About the role
You will own the operating rhythm for a client delivery pod, from workload planning and quality reviews to weekly reporting and escalation management.
This role suits someone who can bring structure to moving work, coach a team with clarity, and keep clients informed without losing sight of the people doing the work.
02
What you will do
- Run daily delivery routines, capacity planning, and work allocation for a managed pod.
- Track service levels, quality measures, risks, and corrective actions.
- Coach specialists and team leads through regular feedback and performance reviews.
- Prepare concise weekly reporting and lead client delivery conversations.
- Identify process improvements and practical automation opportunities.
03
What you bring
- Three or more years of experience in operations, service delivery, or team leadership.
- Strong written and spoken English with confident stakeholder communication.
- Experience managing priorities, quality expectations, and recurring deadlines.
- A structured approach to documentation, problem solving, and follow-through.
04
Good to have
- Experience in BPO, managed services, customer operations, or back-office delivery.
- Familiarity with SLA reporting, process mapping, or continuous improvement methods.