Delivery Manager

Centific; Penang; On-site; MYR 180,000 - 280,000; Full time

Job summary

Centific is seeking a dynamic Delivery Manager to lead the end-to-end operational delivery of a major online protection and data annotation program. You will coordinate distributed teams across the US, India, China, and Malaysia, ensuring performance, quality, and financial outcomes while partnering with clients and leadership.

The role requires 8–10 years of experience in service delivery or operations, with strong leadership, KPI management, and stakeholder engagement capabilities.

Qualifications

• Bachelor’s degree in Business, Management, Information Technology, Engineering, or a related discipline.
• Strong leadership and program management capabilities.
• Experience in service delivery, operations, or client management.

Responsibilities

• Lead end-to-end operational delivery of programs across regions, ensuring commitments and SLAs are met.
• Develop and manage staffing, capacity plans, and cross-regional resource sharing to maintain continuity.
• Monitor performance against KPIs, analyze trends, and implement corrective actions.
• Provide regular reporting to clients and Centific leadership, highlighting risks and opportunities.
• Serve as primary operational contact for clients and internal stakeholders, translating requirements into action plans.
• Identify and drive Lean, Six Sigma, automation, and process improvements to raise efficiency and quality.
• Oversee changes, training, and handover for new campaigns and programmes.
• Lead transitions and launches with input into proposals, capacity planning and transition plans.

Skills

Leadership

Program management

KPI management

Stakeholder management

Lean/Six Sigma

Education

Bachelor’s degree in Business, Management, Information Technology, Engineering, or a related discipline

Job description

About Centific

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.

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 operational resources. Ensure new hires complete the required training and achieve operational readiness within the expected timeframe.
• Transition and New Program Launch: Lead operational readiness for new projects, campaigns, and program expansions. Provide delivery inputs into proposals, RFP responses, capacity planning, solution design, and transition plans to ensure new programs are scalable and operationally viable.
• Cross-Regional Delivery Coordination: Coordinate effectively with Delivery Managers, Project Managers, Senior Program Managers, and functional teams across regions to ensure appropriate coverage, consistent processes, effective shift handoffs, and continuity of operations.
• Communication and Escalation Management: Ensure ambiguities, client changes, operational updates, and critical information are communicated promptly to relevant teams. Establish clear escalation paths and ensure issues are resolved within agreed timelines.
• Leadership and Team Development: Provide direction, coaching, feedback, and performance management to delivery teams and operational leaders. Build a culture of accountability, collaboration, continuous improvement, and customer focus.
• End-of-Day and Operational Handover: Ensure appropriate EOD reporting, operational handoffs, outstanding issues, and critical information are documented and communicated to the next shift or regional owner to maintain seamless follow‑the‑sun operations.
• Growth and Service Enhancement: Identify opportunities to expand existing services, improve the client experience, increase operational scope, and support account growth in partnership with Client Services, Sales, and Delivery leadership.

Job Requirements

• Bachelor’s degree in Business, Management, Information Technology, Engineering, or a related discipline.
• Relevant professional certifications are an advantage.
• 8–10 years of relevant experience in service delivery, operations, program/project management, or client management, preferably within technology, AI, data, BPO, shared services, or other high‑volume operational environments.
• 3–5 years of leadership experience managing teams, programs, operations, or client accounts, with demonstrated accountability for business and delivery outcomes.
• Proven track record in end-to-end service delivery, including workforce and capacity planning, operational performance, KPI management, financial management, and fulfillment of client commitments.
• Demonstrated experience managing complex, multi-team, multi-site, or geographically distributed operations, preferably across multiple countries or time zones.

Key Competencies

• Strong service delivery, operational, and workforce management capabilities, with the ability to translate business requirements into effective execution strategies.
• Strong financial and commercial acumen, including budget management, cost optimization, utilization, margins, profitability, and financial performance.
• Proven client and stakeholder management capabilities, including senior‑level engagement, relationship management, negotiation, and escalation resolution.
• Strong data‑driven decision‑making and KPI management skills, with the ability to analyze operational trends, identify performance gaps, and drive corrective actions.
• Proven experience driving continuous improvement, automation, Lean/Six Sigma, process optimization, and operational excellence initiatives.
• Strong risk, issue, and escalation management capabilities, with a structured approach to root‑cause analysis, mitigation, and resolution.
• Experience leading program transitions, operational readiness, new program launches, RFP responses, and solution design, with a focus on scalability and delivery feasibility.
• Proven people leadership, coaching, performance management, succession planning, and talent development capabilities.
• Excellent communication, presentation, negotiation, influencing, and problem‑solving skills, with the ability to engage effectively across operational, technical, commercial, and executive stakeholders.
• Ability to operate effectively in a fast‑paced, multi‑client, and geographically distributed environment, managing competing priorities while maintaining strong delivery discipline and customer focus.

Equal Opportunity Employer

Centific is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, sex (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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