Service Delivery Manager

1 Month ago • 2 Years + • Operations

Job Summary

Job Description

The Service Delivery Manager at Google's gTech Ads Content Operations and Testing (ACOT) team is responsible for overseeing daily operations, tracking key metrics (CSAT, SLAs, quality, cost), and ensuring business objectives are met. This role requires collaboration with cross-functional stakeholders across global vendor operation teams, Product, Sourcing, GTM, HR, Legal, and Finance. The manager will also support external partners, communicating with Google stakeholders and acting as a point of escalation. Responsibilities include driving operational planning, understanding cost of quality, and collaborating to reduce costs without impacting operations. The ideal candidate will have experience in operations management, working with senior executives and cross-functional teams in a fast-paced environment.
Must have:
  • Bachelor's degree or equivalent experience
  • 2 years customer/client-facing and operations management experience
  • Drive operational planning and delivery
  • Track key metrics (CSAT, SLAs, quality, cost)
  • Collaborate with cross-functional stakeholders
Good to have:
  • Experience with senior executives in fast-paced environments
  • Cross-functional, cross-geographical stakeholder experience
  • Business transformation program delivery experience
  • Ability to work through ambiguity and with multiple technology partners

Job Details


Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 2 years of experience in a customer or client-facing role and operations management.

Preferred qualifications:

  • Experience working with senior executives in a fast paced environment, experience working with cross-functional, cross geographical stakeholders.
  • Ability to deliver business transformation programs in a fast paced and dynamic environment, work through ambiguity, and work across multiple technology partners.
  • Ability to self-initiate and to think/deliver for long, short and medium term priorities of the business.

About the job

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

gTech Ads Content Operations and Testing (ACOT) team is Google's Center of Excellence for Ads through Expert Raters in Content Operations, Quality Enforcement, Testing and Human Evaluations. Through its deep expertise in scaled operations management, program management and data-driven insights that span the entire product lifecycle, ACOT plays a pivotal role in bringing new ads products to market, ensuring the quality of users’ experiences with ads, and driving business growth. We oversee an expansive global operation that powers Ads’ shift to adopting AI across its portfolio.

Google Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.

Responsibilities

  • Drive planning for, and oversee delivery of, day-to-day operations in service of business objectives including key metrics tracking (e.g., CSAT, SLAs, Quality, Cost per Unit, utilization) and business reporting ensuring key metrics goals and business objectives are met.
  • Understand the cost of quality and levers to reduce cost without negatively impacting the operations and business requirements (e.g., reduce operational leakages, manage utilization, eliminate non-productive activities, cross-site synergies, cross-operations synergies, reduce sub-scale operations via service consolidation, automation, deprecation etal).
  • Collaborate closely with a complex set of cross-functional stakeholders across global vendor operation teams, Product, Sourcing teams, GTM, HR, Legal and Finance. 
  • Support external partners and extended workforce in communicating and engaging with Google stakeholders and act as a point of escalation.

Similar Jobs

Applied materials  - Sr Manager - Physical Design Methodology

Applied materials

Bengaluru, Karnataka, India (On-Site)
1 Month ago
lifechruh - API & Services Architect

lifechruh

Edmond, Oklahoma, United States (On-Site)
3 Months ago
Axon - Mechanical Failure Analysis Engineer II

Axon

Phoenix, Arizona, United States (On-Site)
2 Weeks ago
Aristocrat - Product Owner

Aristocrat

Skopje, Greater Skopje, North Macedonia (Hybrid)
4 Days ago
GT - Data Governance Lead

GT

Poland (Remote)
2 Months ago
Keywords Studios - Player Engagement - Senior Operations Manager

Keywords Studios

Western Visayas, Philippines (Hybrid)
1 Month ago
CloudLinux - Billing Operations Specialist

CloudLinux

Buenos Aires, Buenos Aires, Argentina (Remote)
2 Months ago
Smilegate - Strategic Planning Manager

Smilegate

Seongnam-si, Gyeonggi-do, South Korea (On-Site)
4 Months ago
The Walt Disney Company - Financial Member Experience Manager I - Branch

The Walt Disney Company

Lake Buena Vista, Florida, United States (On-Site)
1 Month ago
The Walt Disney Company - Associate Location Planner

The Walt Disney Company

Hong Kong (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

kuda  - Product Manager - Growth

kuda

Lagos, Lagos, Nigeria (Hybrid)
4 Weeks ago
Boomi  - Senior Director, Global Services Sales

Boomi

Vancouver, British Columbia, Canada (Hybrid)
1 Month ago
Riot Games - Researcher III - Player Platform

Riot Games

United States (On-Site)
1 Month ago
Qualcomm - Senior IOT BT Software Engineering

Qualcomm

Shanghai, Shanghai, China (On-Site)
1 Month ago
Journee - Director of Engineering

Journee

(Remote)
7 Months ago
HCL Tech - Sr. project manager with agile

HCL Tech

New York, United States (On-Site)
2 Weeks ago
Sporty - EU Product Manager

Sporty

(Remote)
1 Month ago
Blinkhealth - Pharmacy Technician - Data Entry/Intake/Order Entry

Blinkhealth

Boise, Idaho, United States (On-Site)
2 Weeks ago
Ethos Life - Principal Product Manager, Partnership

Ethos Life

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
aspyr - Senior Software Engineer

aspyr

Austin, Texas, United States (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Hyderabad, Telangana, India

Nagarro - Senior Engineer, Data Analytics

Nagarro

India (Remote)
7 Months ago
Survay Monkey - Senior Software Engineer II -MRX Audience

Survay Monkey

Bengaluru, Karnataka, India (Hybrid)
1 Week ago
Wind River - Senior Engineer

Wind River

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
WebTech Corporation - Technical Product Manager, Order to Cash

WebTech Corporation

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Assystems - Project Co-ordinator

Assystems

Kavaratti, Lakshadweep, India (On-Site)
7 Months ago
cyara - Senior Salesforce Admin

cyara

Hyderabad, Telangana, India (Hybrid)
4 Months ago
Qualcomm - Lead Engineer, Senior - C/C++(Android)

Qualcomm

Hyderabad, Telangana, India (On-Site)
2 Weeks ago
Eccentric - Automotive Visualizer

Eccentric

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Tekion Corp - Manager, Machine Learning

Tekion Corp

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Ion - Senior Credit Research Analyst - 271

Ion

Mumbai, Maharashtra, India (On-Site)
7 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Tesla - Foreign Exchange Manager

Tesla

North Holland, Netherlands (On-Site)
3 Months ago
Riot Games - Senior Service Designer, Player Support

Riot Games

Singapore (On-Site)
2 Months ago
Playtika - LiveOps QA Specialist

Playtika

Poland (Hybrid)
7 Months ago
Niantic - Pokémon Go Social Engagement, APAC Operations Manager

Niantic

Tokyo, Japan (Hybrid)
1 Month ago
bytedance - (LOA) Leave of Absence Partner - HR Operations - AMS

bytedance

Los Angeles, California, United States (On-Site)
7 Months ago
ESL FACEIT Group - EFG - Head of People Services

ESL FACEIT Group - EFG

(Remote)
2 Months ago
Tesla - Production Associate, Castings

Tesla

Brandenburg, Germany (On-Site)
3 Months ago
Tesla - Senior Field Operations Specialist, Commercial Energy and Charging

Tesla

North Holland, Netherlands (On-Site)
3 Months ago
Activate Games - Store Leader (Store Manager)

Activate Games

California, United States (On-Site)
1 Month ago
Evolution  - Thai Speaking Game Presenter

Evolution

Birkirkara, Malta (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded

About The Company

London, England, United Kingdom (On-Site)

Bengaluru, Karnataka, India (On-Site)

Mountain View, California, United States (On-Site)

Bengaluru, Karnataka, India (On-Site)

Taipei City, Taiwan (On-Site)

Zürich, Zurich, Switzerland (On-Site)

Kirkland, Washington, United States (On-Site)

New Taipei, New Taipei City, Taiwan (On-Site)

Seattle, Washington, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Google

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug