<p>Job Description</p> <p>About the Role</p> <p>The Service Delivery Lead is responsible for ensuring high-quality, end-to-end service delivery by connecting client needs with data, analytics, and internal capabilities. This role combines client engagement, delivery ownership, and cross-functional leadership to drive operational excellence, continuous improvement, and client satisfaction.</p> <p>Depending on business needs, the role may be client-focused or task-focused, with shared accountability for service performance and quality.</p> <p>Location: Bogota, Colombia - Hyrbid</p> <p>Key Responsibilities</p> <p>Service Delivery & Client Management</p> <ul> <li>Own the delivery of analytics and reporting, ensuring accuracy, timeliness, and adherence to quality standards. </li><li>Translate business requirements into technical specifications and oversee execution. </li><li>Act as a trusted advisor to clients, providing insights, recommendations, and issue resolution. </li><li>Manage client interactions, expectations, and escalations in a service-oriented manner. </li></ul> <p>Analytics & Projects</p> <ul> <li>Lead analytical and ad-hoc requests, delivering clear insights and presentations. </li><li>Coordinate cross-functional planning and execution of internal and client projects. </li><li>Identify opportunities to connect client needs with relevant products and solutions. </li></ul> <p>Operational Excellence</p> <ul> <li>Define and track key performance and quality metrics. </li><li>Oversee inquiry management through ticketing systems and ensure timely resolution. </li><li>Own data quality processes from issue identification to resolution. </li></ul> <p>Collaboration</p> <ul> <li>Partner with global, cross-functional teams within a follow-the-sun delivery model. </li><li>Support change management, training, and continuous improvement initiatives. </li></ul> <p>Skills & Qualifications</p> <ul> <li>Excellent written and verbal English </li><li>Strong client-facing and stakeholder management skills </li><li>3 to 5 years of proven experience in data analysis, problem-solving, and delivery management </li><li>Ability to manage multiple priorities and drive execution through standard processes </li><li>Proficiency in Microsoft Excel, PowerPoint, Outlook, and Teams </li><li>Ability to quickly learn and adopt proprietary tools and platforms </li></ul> <p>Technical Environment</p> <ul> <li>Microsoft Office tools </li><li>Project and issue tracking tools (e.g., Monday.com, Jira) </li><li>Ticketing systems for client support and data investigation </li><li>Business intelligence and reporting platforms </li><li>Strong willingness to learn and adapt to evolving technologies </li></ul> <p>#LI-Hybrid</p> <p>#LI-LG8</p> <p>Job Description - Grade Specific</p> <p>Manage an engineering unit of ~150 engineers, specialized in a specific engineering discipline or field. Accountable for people, utilization, and economics of hisorher unit, relying on key operations business partners. Animates peoples careers through senior engineers acting as ˜people managers for 5 to 10 other engineers.</p>