1. Role Purpose

The Senior Manager – Operational Delivery Lead is accountable for day‑to‑day performance delivery across in‑scope service areas, ensuring the operation meets contractual performance and quality expectations. The role maintains deep visibility of daily performance, leads teams to deliver against KPIs, and drives people engagement, communication clarity and continuous improvement.

They act as the Engagement Lead’s key operational partner — translating operational plans into disciplined daily execution and maintaining a stable, well‑managed service environment.

2. Key Responsibilities

Operational Delivery & Performance Management

- Manage the daily performance of service teams, ensuring KPIs, SLAs and quality standards are consistently achieved.

- Maintain operational rhythms, huddles, performance dashboards and issue‑management routines.

- Monitor production trends, identify variances and intervene early to stabilise and improve performance.

People Leadership & Team Engagement

- Provide hands‑on leadership to UK teams delivering the service, ensuring clarity of goals, roles and expectations.

- Drive high performance through coaching, feedback, and development conversations.

- Foster an engaged, motivated team culture with a strong focus on continuous improvement and pride in delivery.

Quality, Controls & Risk Management

- Ensure consistent application of operational controls, quality standards and audit requirements.

- Lead root‑cause analysis for issues and drive timely, sustainable remediation actions.

- Maintain accurate, timely MI reporting to the Engagement Lead.

Client & Stakeholder Interaction

- Act as an operational point of contact for day‑to‑day client queries, updates and issue triage.

- Support preparation and delivery of operational updates for internal and client‑facing meetings.

- Provide clear, timely escalation of risks, blockers and emerging trends to the Engagement Lead.

Commercial & Contractual Discipline

- Monitor utilisation, adherence to scope, rework drivers and operational efficiency.

- Support the Engagement Lead in managing budget adherence and cost discipline at the operational level.

- Ensure teams understand contractual obligations and deliver reliably against them.

Change Delivery & Operational Improvement

- Lead implementation of service improvements, process changes and operational initiatives.

- Work with PMO/DO teams to ensure new processes or scope changes transition smoothly into BAU.

- Champion operational excellence, identifying opportunities to enhance productivity, quality and employee experience.

3. Required Skills & Experience

- Strong operational management experience in service delivery or managed services environments.

- Proven ability to lead teams through real‑time performance challenges.

- Excellent communication skills and ability to convey expectations simply and clearly.

- Confident in analysing MI, identifying trends and driving performance improvements.

- Experience embedding operational controls and quality frameworks.

- Demonstrated people leadership and ability to build an engaged, high‑performance culture.

4. Measures of Success

- Consistent KPI/SLA achievement and stable daily performance.

- High team engagement, role clarity and retention.

- Timely and effective issue resolution and RCA outcomes.

- Accurate, reliable MI and operational reporting.

- Positive client feedback on operational delivery.

- Demonstrated continuous improvement across teams and processes.