Project Manager, Service Delivery

Delivery Hero; Fatih; On-site; TRY 2,262,443 - 3,167,420; Full time

Job summary

Delivery Hero is looking for an experienced professional to lead program and transformation management initiatives in Turkey. This role involves overseeing large-scale changes within operations, ensuring effective stakeholder communication, and utilizing data-driven insights for performance monitoring. Candidates should have over 5 years of experience in program management or operations within a service environment and demonstrate strong problem-solving and analytical skills. Strong organizational and communication abilities are essential for success in this position.

Qualifications

• 5+ years of experience in program management, operations transformation, or process optimization within a service operations environment.
• Strong experience managing complex operational projects with multiple workstreams.
• Demonstrated ability to translate operational challenges into structured solutions.

Responsibilities

• Lead the planning and execution of large-scale COE transformation initiatives.
• Support the design and implementation of scalable operational frameworks.
• Act as a key coordination point across multiple operational functions.
• Track and analyze operational performance during transformation initiatives.
• Support the successful rollout of new operational models.

Skills

Program management

Operations transformation

Analytical skills

Stakeholder management

Change management

Tools

Asana

Jira

Monday

Job description

Job Description

Job Description

(1) Program & Transformation Management

Lead the planning and execution of large-scale COE transformation initiatives across multiple regions and functions.

Drive end-to-end program management, including: initiative planning, cross-functional alignment, milestone tracking, risk management, launch readiness, post-launch hypercare stabilization

Ensure successful delivery of initiatives such as: footprint management across COE and BPO teams, operational harmonization across regions, large-scale process transitions and team migrations.

Drive accountability across stakeholders to ensure timelines, deliverables, and operational outcomes are met.

(2) Operational Design & Process Standardization

Support the design and implementation of scalable operational frameworks and standardized processes across the COE.

Work with operational leaders to: identify inefficiencies or operational gaps, define improved operating models, implement governance structures.

Ensure new processes are operationally viable, scalable, and aligned with regional operational needs.

(3) Stakeholder & Cross-Functional Management

Act as a key coordination point across multiple operational functions, including Operations, Workforce Management, Product, OPEX, Training, and BPO partners.

Facilitate alignment across stakeholders to: resolve operational blockers, drive decision making, ensure consistent execution across teams and regions.

Communicate program updates, risks, and outcomes clearly to leadership and key stakeholders.

(4) Performance Monitoring & Operational Insights

Track and analyze operational performance during and after transformation initiatives.

Use insights to identify improvement opportunities and support data-driven decision making.

(5) Change Management & Launch Readiness

Support the successful rollout of new operational models by ensuring strong change management and launch readiness.

Coordinate with relevant teams on: communications planning, operational readiness, training alignment, stakeholder enablement.

Ensure teams are well prepared to adopt new processes and operating models.

Ensure transparency and alignment across large-scale transformation initiatives.

Qualifications

5+ years of experience in program management, operations transformation, or process optimization, ideally within a service operations or COE environment.

Strong experience managing complex operational projects with multiple workstreams and dependencies.

Demonstrated ability to translate operational challenges into structured solutions and scalable frameworks.

Strong analytical and problem-solving skills with the ability to interpret operational data and generate actionable insights.

Experience working with BPO operations, service operations, or large-scale operational environments is highly preferred.

Excellent stakeholder management and communication skills, with the ability to engage both operational teams and senior leadership.

Experience with project management tools and methodologies (e.g., Asana, Jira, Monday, or similar).

Strong organizational skills with the ability to manage multiple concurrent initiatives in fast-paced environments.

Learn more about our Leadership Principles here.