Company Description

Ascendion is a leading provider of AI-first software engineering services, accelerating innovation for Global 2000 clients. Headquartered in New Jersey, we operate in 12 countries with 40+ global offices across North America, Europe, and APAC. Our capabilities in applied AI, software engineering, cloud, data, experience design, and talent transformation drive impactful solutions. At Ascendion, we are committed to building technology powered by Generative AI in an inclusive environment with a vibrant culture. For more information, please visit www.ascendion.com.

Role Description

We are looking for a results-driven Service Delivery Lead to oversee service performance, ensure contractual SLAs are met, and maintain strong client relationships in a BPO environment. The ideal candidate will possess strong leadership, process management, and communication skills, with a deep understanding of BPO operations and service excellence.

Qualifications

• Can start ASAP
• At least
• Manage day-to-day delivery of BPO services across designated client accounts and process lines.
• Ensure all services are delivered in line with contractual agreements, SLAs, and quality standards.
• Lead, coach, and mentor team members to optimize performance and productivity.
• Coordinate with internal departments (Workforce Management, Quality, Training, and HR) to support smooth operations.
• Track operational metrics such as SLA adherence, AHT, FCR, CSAT, and productivity.
• Address and resolve delivery issues, escalations, and service disruptions in a timely manner.
• Regularly check and review performance, understand evolving needs, and address concerns.
• Contribute to process improvement initiatives using data analysis and root cause identification.
• Prepare and present performance reports and insights to clients and internal leadership.
• Support business continuity planning and execution.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Familiarity with BPO systems such as CRM tools, ticketing platforms, ACD systems, and WFM solutions.
• Knowledge of service management methodologies (ITIL, Six Sigma, etc.) is a plus.
• Bachelor's degree in a related field is required

Please refer to job description.