delivery operations lead

As the Delivery Operations Lead for the Greece & Cyprus Operating Area (OA), you will be responsible for overseeing all aspects of Delivery Operations (DO), ensuring that services are executed efficiently, on time, and to the highest quality standards. This includes managing day-to-day operations while driving continuous improvement across teams.

Delivery Operations Scope

The Delivery Operations function plays a critical role in supporting the Sales Representatives and Field Organization by ensuring the efficiency and reliability of key administrative and operational processes. This role is responsible for maintaining the robustness of workflows and enabling smooth day-to-day execution across the following areas:
 

• Sales and Field Support: Manage and streamline administrative tasks to support sales and field teams, ensuring alignment and responsiveness.

• Booking Governance: Oversee booking processes to ensure accuracy, compliance, and timely execution.

• Technical Sales Support: Provide operational assistance to technical sales activities, including documentation and coordination.

• Documentation Management: Ensure proper handling, storage, and accessibility of all relevant sales and field documentation.

• Field Asset Management: Track and manage field assets to support operational readiness and efficiency.

• Subcontractor Management: Coordinate and oversee subcontractor activities to ensure quality and compliance with company standards.

• Customer Care Center & Otisline: Lead and manage customer service operations, ensuring high-quality support and responsiveness through the Customer Care Center and Otisline platforms.

Key Responsibilities

• Lead and Develop the Team: Manage the DO team within the OA, acting as the main escalation point. Inspire performance, provide coaching, and foster a culture of accountability and growth.

• Drive Operational Excellence: Oversee workflows and resource allocation to ensure efficient, high-quality service delivery. Monitor performance and support continuous improvement.

• Ensure Customer Satisfaction: Promote a customer-first mindset and resolve escalated issues promptly to maintain service excellence.

• Optimize Processes: Contribute to process design, improvement, and harmonization to enhance operational efficiency.

• Collaborate Across Functions: Build strong partnerships with Sales, Field, COEs (Center of Excellence), and the OU DO leader (Operating Unit Delivery Operations) to align efforts and drive shared objectives.

Qualifications & Key Competencies

• Education: University degree

• Leadership: Proven experience managing projects and teams in shared services or similar operational environments.

• Analytical & Process-Oriented: Strong problem-solving skills with a focus on process improvement and operational efficiency.

• Communication: Excellent interpersonal and stakeholder management skills.

• Tech Fluency: Comfortable with digital tools and automation technologies.

• Agility: Adaptable, change-oriented, and effective in ambiguous environments.

• Language: Fluency in Greek and English required.

• Mobility: Willing to travel up to 20%.

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