Senior Manager – Service Delivery

Position Overview:

The Senior Manager of Service Delivery will lead operational performance for AT&T programs focused on sales effectiveness, customer experience, compliance, and client metrics delivery. This role requires a highly analytical, detail-oriented leader who can convert data into actionable strategies that drive measurable improvements.

The Senior Manager will partner closely with cross-functional teams, internal leadership, and client stakeholders to ensure flawless execution, operational excellence, and consistent achievement of contractual performance metrics.

Key Responsibilities:

Service Delivery & Client Performance

· Own all client-facing KPIs for sales, customer experience, quality, and compliance within the AT&T program.

· Monitor daily, weekly, and monthly operational metrics; identify trends, gaps, and opportunities for improvement.

· Create detailed action plans to drive sales conversion, customer satisfaction, process compliance, and efficiency.

· Ensure alignment with AT&T expectations, standards, and zero-tolerance policies.

Operational Excellence & Continuous Improvement

· Implement Lean/Operations Excellence practices to simplify processes, reduce defects, and enhance productivity.

· Conduct root-cause analysis on performance failures and partner with Quality, Training, and Operations teams to implement corrective actions.

· Optimize workflow design, SOPs, and cross-functional coordination for consistent delivery outcomes.

Leadership & People Management:

· Lead and develop a high-performing team of supervisors/managers to meet performance targets.

· Provide coaching, performance feedback, and career development guidance.

· Promote a culture of accountability, adaptability, and excellence.

Data Analytics & Reporting

· Perform advanced analysis using Excel/Power BI/other tools to evaluate metrics at a micro-level.

· Build dashboards, performance readouts, and client-ready reports outlining insights and improvement plans.

· Translate complex data into clear, actionable recommendations.

Required Skills & Competencies:

· Critical Thinking & Problem Solving: Ability to identify issues quickly, think strategically, and create effective solutions.

· Advanced Microsoft Skills: Excel (VLOOKUP, Pivot Tables, PowerPoint, and data presentation.

· Data Analysis Expertise: Comfortable analyzing large datasets, interpreting trends, and developing insights.

· Operational Excellence Mindset: Experience with process improvement, quality frameworks, or lean methodologies.

· Leadership Excellence: Strong coaching, motivation, and team-building capabilities.

· Adaptability & Flexibility: Able to work in high-pressure environments with shifting priorities.

· Exceptional Communication: Professional, clear, and confident client-facing communication.

Minimum Requirements:

· 4+ years of management experience (supervisor level or above).

· Prior AT&T experience required OR strong experience with another major telecommunications provider.

· Minimum 3 years working in telecom operations, customer experience, or sales delivery.

· Proven experience managing client metrics and operational KPIs.

· Plus, if for NALATAM interviewees, possess a valid U.S. visa to allow international travel for business needs (if required).

· Prior experience in a Service Delivery, Operations Excellence, or Business Insights role is strongly preferred.

Preferred Qualifications:

· Experience in outsourced vendor environments or large enterprise telecommunications programs.

· Familiarity with Verint, Salesforce, AT&T portals, or similar enterprise ecosystems.

· Knowledge of quality monitoring, compliance frameworks, and customer lifecycle processes.

· Certifications in Lean Six Sigma, COPC, or similar (preferred but not required).

What We Offer:

· Opportunity to work with a global telecommunications client.

· Career growth in a high-visibility role with senior leadership exposure.

· A dynamic environment driven by analytics, performance, and operational excellence.