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Telenet is seeking a seasoned Service Delivery Manager to oversee and optimize the performance of its Back Office Operations, delivered in partnership with Infosys. This role is pivotal in ensuring seamless system‑facing, operational interactions that safeguard customer experience, while driving strategic alignment and continuous improvement within the framework of the existing outsourcing contract.
Key Responsibilities
* Strategic Partnership Management: Act as the primary liaison between Telenet and Infosys for Back Office Operations, fostering a collaborative and performance‑driven relationship.
* Operational Oversight: Maintain end‑to‑end visibility on service delivery across ~50 Infosys agents. Ensure SLAs, KPIs and quality standards are consistently met and escalated if needed towards overall partner manager.
* Quality audit: Execute regular quality checks on the interactions and results of the partner.
* Continuous Improvement: Identify and implement process enhancements, automation opportunities and efficiency gains within contractual boundaries.
* Governance & Reporting: Lead regular performance reviews, risk assessments and escalation management, ensuring transparency and accountability.
* Onsite Collaboration: Willingness to work several weeks per year from Infosys locations in India to strengthen engagement and drive operational excellence.
Ideal Candidate Profile
* Proven experience managing offshore service delivery, preferably with Indian stakeholders.
* Strong understanding of telco operations and system‑facing back‑office processes.
* Excellent communication, stakeholder management, and cross‑cultural collaboration skills.
* Analytical mindset with a focus on continuous improvement and contract compliance.
* Willingness to travel internationally for extended periods.
What We Offer You
* A dynamic and open team culture with strong collaboration.
* Exposure to a broad landscape of internal stakeholders and strategic partners.
* Room to grow personally and professionally, with space to shape your role.
* High levels of autonomy and responsibility in a key operational domain.
* A competitive salary and benefits package.
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Customer Service
Industry
* Telecommunications
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