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For Companies At a Glance
- Tasks: Lead onshore delivery teams and ensure top-notch service across multiple clients.
- Company: Join eClerx, a global leader in business process management and analytics.
- Benefits: Enjoy remote work flexibility, competitive salary, and career development opportunities.
- Why this job: Make a real impact by driving operational excellence and team success.
- Qualifications: Experience in service delivery and strong leadership skills required.
- Other info: Dynamic role with opportunities for growth in a fast-paced environment.
The predicted salary is between 36000 - 60000 £ per year.
Location: Primarily remote with occasional travel to client sites
Job Summary
We are 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.
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.
Regional Delivery Lead – Onshore Operations in London employer: eClerx
Contact Detail:
eClerx Recruiting Team
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 your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Regional Delivery Lead role and ask if they can refer you or share insights about their experiences.
✨Tip Number 2
Prepare for interviews by researching eClerx and understanding their operations. Familiarise yourself with their delivery models and governance standards so you can speak confidently about how you can contribute to their success.
✨Tip Number 3
Practice your problem-solving skills! Since this role requires quick thinking under pressure, consider mock interviews where you tackle hypothetical delivery issues. This will help you articulate your thought process during real interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the eClerx team.
We think you need these skills to ace Regional Delivery Lead – Onshore Operations in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Regional Delivery Lead role. Highlight your experience in service delivery and client management, as well as any relevant achievements that align with our expectations.
Showcase Your Leadership Skills: We want to see how you've led teams in fast-paced environments. Share specific examples of how you've managed performance, resolved conflicts, or improved processes. This will help us understand your approach to people management.
Be Data-Driven: Since this role involves monitoring performance data, it’s a good idea to mention any experience you have with analytics. Talk about how you've used data to identify risks or improve delivery standards in previous roles.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at eClerx
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Regional Delivery Lead. Familiarise yourself with key terms like governance, operational excellence, and performance management. This will help you speak confidently about how your experience aligns with what they’re looking for.
✨Showcase Your Problem-Solving Skills
Since this role involves managing delivery risks and resolving issues, prepare examples from your past where you successfully navigated challenges. Use the STAR method (Situation, Task, Action, Result) to structure your responses, highlighting your analytical skills and ability to make quick decisions.
✨Demonstrate Stakeholder Management Expertise
This position requires excellent communication and relationship-building skills. Be ready to discuss how you've effectively managed relationships with clients and internal teams in previous roles. Share specific instances where your stakeholder management led to successful outcomes.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-world situations, such as managing a team under pressure or dealing with client concerns. Think through potential scenarios related to onshore operations and be prepared to articulate your thought process and solutions.
