Job Description

Service Delivery & Operations

• Own end-to-end delivery operations across multiple programs, accounts, or portfolios.
• Ensure SLA, KPI, and contractual compliance targets are consistently achieved.
• Monitor delivery performance and drive proactive risk mitigation.
• Establish operational governance frameworks and reporting mechanisms.
• Lead service reviews, operational reviews, and executive governance forums.

Workforce & Resource Management

• Drive resource planning, forecasting, onboarding, and utilization management.
• Ensure adequate staffing levels and skills alignment against business demand.
• Partner with recruitment, HR, and delivery leaders on workforce strategies.
• Monitor productivity, capacity, and operational efficiency metrics.

Client & Stakeholder Management

• Act as a trusted partner to client stakeholders and internal leadership.
• Manage escalations and ensure timely issue resolution.
• Develop and present operational dashboards, reports, and service insights.
• Support business growth through customer satisfaction and service improvements.

Continuous Improvement & Transformation

• Identify opportunities for automation, standardization, and optimization.
• Drive operational transformation initiatives and best practices.
• Implement quality management and compliance processes.
• Leverage data analytics to improve decision-making and service outcomes.

Financial & Commercial Governance

• Track delivery costs, productivity, and profitability measures.
• Support budgeting, forecasting, and financial planning activities.
• Ensure governance around vendor management, subcontractors, and third-party services.
• Contribute to account growth and efficiency improvement initiatives.

Leadership & Team Development

• Lead, mentor, and develop operations managers and support teams.
• Foster a culture of accountability, innovation, and continuous learning.
• Drive employee engagement, retention, and performance excellence.

ok

ok

At Zensar, we’re “experience-led everything” We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.