At a Glance
- Tasks: Lead onshore delivery teams and ensure high-quality service across multiple clients.
- Company: Join eClerx, a global leader in business process management and analytics.
- Benefits: Enjoy competitive salary, performance bonuses, and flexible working hours.
- Other info: Be part of an inclusive culture with great career growth opportunities.
- Why this job: Make a real impact by driving operational excellence and team development.
- Qualifications: Experience in service delivery and strong leadership skills required.
The predicted salary is between 36000 - 60000 € per year.
Job Description
Regional Delivery Lead - Onshore Operations
Location: Primarily remote with occasional travel to client sites
Job Summary
We're seeking a Regional Delivery Lead to oversee day-to-day delivery across one or multiple clients. This role reports to and partners closely with our Global Operations team to maintain eClerx's standards of quality, governance, and operational excellence.
The Regional Delivery Lead is client-agnostic, ensuring resources are deployed effectively across accounts, performance standards are consistently met, and delivery risks are identified and managed proactively. You will serve as a first line of escalation for client concerns, lead onshore delivery teams, and work cross-functionally with Account Management, Business Development, HR, and Finance while focusing on team management, employee performance and development, and continuous improvement.
This role requires someone sharp, resourceful, and self-directed, capable of balancing structure with ambiguity, solving problems quickly, and maintaining composure under pressure.
Responsibilities
- Delivery & Operations
- Oversee onshore delivery teams, ensuring BAU workflows are executed with consistency, quality, and timeliness.
- Partner with global operations to align delivery models, maintain governance standards, and ensure seamless coordination.
- Serve as the first line of escalation for delivery and operational issues; resolve independently wherever possible and escalate further only when necessary.
- Monitor and analyze daily performance data to identify risks, bottlenecks, and opportunities before they affect clients.
- Governance, Reporting & Risk Management
- Establish strong delivery governance frameworks aligned with global standards.
- Define, track, and report on key KPIs such as utilization, SLA adherence, quality, and efficiency.
- Anticipate delivery risks and implement mitigation strategies proactively.
- Provide structured updates and insights to leadership, ensuring transparency across accounts.
- People Management & Scaling
- Quickly assess team skillsets and allocate resources effectively across clients.
- Lead performance management, coaching, and career development of consultants.
- Partner with HR on workforce planning, recruitment, and role design to build and scale delivery teams.
- Organizational Design & Continuous Improvement
- Design scalable delivery structures to support business growth.
- Drive continuous improvement through process optimization, automation, and best practices.
- Create consistency in delivery approaches across different clients and accounts.
- Stakeholder & Relationship Management
- Build effective working relationships with global operations, client engagement managers, HR, finance, and other support teams.
- Partner with business development teams to represent delivery capabilities where required, including sharing team profiles and supporting proposals.
- Engage with clients when needed while maintaining confidence in delivery standards and protecting team effectiveness.
Eligibility Requirements
- Experience in service delivery, client services, or operations leadership (outsourcing/BPO experience strongly preferred).
- Proven experience leading teams in fast-paced, client-facing environments with a focus on governance and delivery excellence.
- Strong analytical skills; ability to make sound decisions quickly with imperfect information.
- Excellent stakeholder management and communication skills across multiple geographies and functions.
- Demonstrated success in workforce planning, organizational scaling, and performance management.
- Resilience, adaptability, and confidence to enforce delivery standards even under client pressure.
About eClerx
eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.
The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.
For more information, visit www.eclerx.com
You can also find us on:
https://www.linkedin.com/company/eclerx/
https://www.indeed.com/cmp/Eclerx/about
https://www.glassdoor.com/eClerx
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here
Regional Delivery Lead - Onshore Operations in London employer: eClercx
eClerx is an exceptional employer that fosters a dynamic and inclusive work culture, offering competitive salaries, performance bonuses, and comprehensive health benefits. With a strong emphasis on career growth and continuous training, employees are empowered to develop their skills while working in a supportive environment that values collaboration and innovation. The flexibility of primarily remote work, combined with opportunities for occasional client engagement, allows for a balanced professional life, making eClerx an attractive choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Delivery Lead - Onshore Operations in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how you can contribute to their goals, especially in delivery and operations.
✨Tip Number 3
Practice your problem-solving skills. Be ready to tackle hypothetical scenarios during interviews, showcasing your ability to manage risks and deliver results under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team.
We think you need these skills to ace Regional Delivery Lead - Onshore Operations in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Regional Delivery Lead role. Highlight your experience in service delivery and operations leadership, especially in client-facing environments. We want to see how your skills align with our needs!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use metrics to demonstrate how you’ve improved performance or managed risks in previous roles. This helps us see the impact you've made.
Be Clear and Concise:When writing your application, be clear and concise. We appreciate straightforward communication, so avoid jargon and get straight to the point. This will help us understand your qualifications quickly!
Apply Through Our Website:Remember to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at eClercx
✨Know Your Delivery Frameworks
Familiarise yourself with delivery governance frameworks and operational standards relevant to the role. Be ready to discuss how you’ve implemented similar structures in past positions, as this will show your understanding of maintaining quality and consistency.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical abilities by discussing specific examples where you've identified risks or bottlenecks in operations. Highlight how you proactively addressed these issues to ensure smooth delivery, as this aligns perfectly with the job's requirements.
✨Emphasise Team Management Experience
Be ready to talk about your experience in leading teams, especially in fast-paced environments. Share stories that illustrate your approach to performance management, coaching, and career development, as these are key aspects of the Regional Delivery Lead role.
✨Build Relationships with Stakeholders
Think about how you’ve successfully managed relationships with various stakeholders in previous roles. Prepare examples that showcase your communication skills and ability to collaborate across functions, as this will be crucial for working with global operations and client engagement managers.
