Delivery Manager

centific; Malaysia; On-site; MYR 180,000 - 240,000; Full time

Job summary

Centific seeks a dynamic Delivery Manager to lead the operational delivery of a major online protection and data annotation program. You will coordinate distributed delivery teams across the US, India, China, and Malaysia, ensuring performance, capacity planning, and client satisfaction while driving continuous improvement.

The role requires overseeing workforce capability, KPIs, quality, productivity, financial performance, and client relationships, with a focus on Lean, Six Sigma, and

Qualifications

• Experience leading end-to-end delivery of complex programs.
• Ability to manage cross-regional delivery teams and client expectations.
• Strong focus on KPIs, quality, productivity, and financial performance.

Responsibilities

• Lead end-to-end operational delivery of assigned programs and ensure SLAs and quality standards.
• Develop and manage staffing and capacity plans; optimize workforce utilization.
• Monitor program KPIs and drive corrective actions to meet targets.
• Provide regular reporting to clients and Centific leadership; run operational reviews.
• Drive Lean, Six Sigma, automation, and best-practice initiatives for efficiency.

Skills

Leadership

Operations management

Stakeholder management

Lean Six Sigma

Performance management

Job description

About Centific

Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem-comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets-to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.

Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.

About Job

Overview

Centific is seeking a dynamic and experienced Delivery Manager to lead the operational delivery of a major online protection and data annotation program supporting the identification of spam, phishing, fraudulent activities, and other online threats for a major service provider.

The Delivery Manager will be responsible for the end-to-end operational performance of assigned programs, coordinating distributed delivery teams across multiple regions including the US, India, China, and Malaysia. This role will oversee workforce capacity, delivery KPIs, quality, productivity, financial performance, operational readiness, and continuous improvement while serving as a key operational partner to the client and internal leadership.

Duties and Responsibilities

• Service Delivery Leadership: Lead end-to-end operational delivery of assigned programs, ensuring contractual commitments, service levels, quality standards, productivity targets, and client expectations are consistently achieved. Establish clear operational priorities and drive execution across teams and regions.
• Workforce and Capacity Management: Develop and manage staffing and capacity plans aligned with forecasted business requirements. Optimize workforce utilization, shift coverage, attendance, leave, and resource allocation while coordinating resource sharing across teams and geographies to maintain operational continuity.
• KPI and Performance Management: Monitor daily, weekly, and monthly performance against volume, quality, productivity, utilization, SLA, and other program KPIs. Analyze trends, identify performance gaps, establish corrective actions, and ensure teams consistently meet or exceed operational targets.
• Operational Governance and Reporting: Review daily production and operational reports and provide timely reporting to clients and senior Centific leadership. Lead regular operational reviews and business reviews, highlighting performance trends, risks, opportunities, and required actions.
• Client and Stakeholder Management: Serve as a primary operational contact for the client and internal stakeholders. Develop strong working relationships, understand client priorities and roadmap, proactively address concerns, and translate business requirements into actionable delivery plans.
• Operational Excellence and Continuous Improvement: Identify process inefficiencies, operational waste, quality issues, and opportunities for productivity improvement. Lead Lean, Six Sigma, automation, standardization, and best-practice initiatives to improve delivery efficiency, quality, scalability, and customer experience.
• Process and Change Management: Lead the operational implementation of new campaigns, workflows, process changes, and emerging requirements. Ensure appropriate training, documentation, staffing, and operational readiness are completed before launch.
• Training, SOP and Playbook Development: Partner with project, training, and technical teams to develop and maintain process documentation, work instructions, SOPs, training materials, and operational playbooks. Ensure changes and new requirements are clearly communicated and adopted across delivery teams.
• Risk and Issue Management: Identify, assess, and mitigate operational, financial, compliance, and delivery risks. Lead resolution of complex operational issues and ensure appropriate escalation, root-cause analysis, corrective actions, and follow-through.
• Financial and Commercial Management: Monitor program financial performance, budgets, costs, utilization, and margins. Identify financial variances and implement corrective actions to maintain program profitability and operational efficiency.
• Recruitment and Onboarding: Partner with Talent Acquisition and HR to support workforce planning, recruitment, selection, and onboarding of o