Service Delivery Lead

Job Description

YOUR WORK-LIFE OPPORTUNITY: 

We are looking for a Service Delivery Lead to be the boots-on-the-ground owner of one of Glovo's BPO hub locations in Africa. You will be the primary point of contact between Glovo and the outsourced operation at your site, ensuring the teams you work with consistently deliver a 5-star experience to our customers, riders, and vendors.

You are someone who thrives in fast-paced operational environments, is obsessed with metrics, and knows how to translate data into action. You work closely with the Head of Service Delivery to execute the regional strategy, acting as the eyes and ears on the ground at your hub.

BE A PART OF A TEAM WHERE YOU WILL: 

• Act as the main operational point of contact for our BPO partner, ensuring alignment with Glovo's standards, processes, and performance targets.

• Obsess over day-to-day performance of the operation, tracking KPIs such as Satisfaction Scores (SAT), first contact resolution (FCR), average handling times (AHT), productivity, and quality scores – and acting on deviations swiftly.

• Collaborate closely with BPO Management and team leads on-site to maintain high service quality, supporting proper onboarding, training adherence, and workforce management.

• Conduct regular operational reviews with your BPO counterparts, identifying root causes of performance gaps and driving corrective action plans to resolution.

• Partner cross-functionally with WFM, Quality, Training, and other Glovo HQ teams to roll out initiatives, tooling updates, and process changes at your hub.

• Escalate and manage critical incidents or service disruptions, coordinating a rapid response across internal and external stakeholders.

• Serve as the knowledge owner for your market's operational nuances, translating BPO data and contact context into actionable insights for Glovo to improve its service to customers, riders, and vendors.

• Champion a culture of continuous improvement at your hub by identifying process inefficiencies and proposing data-backed solutions.