Associate General Manager-Operations- BPO Team

About Sopra Steria

Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.

The world is how we shape it.

Role Purpose

Lead end-to-end delivery for UK delivery Unit, ensuring operational excellence, client satisfaction, and strong financial performance.

Act as second-in-command to the Delivery Head, providing leadership continuity, driving strategic initiatives, and ensuring seamless delivery across service towers.

Own delivery across Safe Dig, Streetworks, Telecom, and related operations

Act as primary client interface and escalation lead in the absence of Delivery Head

Drive P&L performance, productivity, and cost optimization

Lead digital transformation initiatives (AI, RPA, analytics)

Manage large teams and build leadership capability

Support contract renewals, pricing, underwriting, and growth initiatives

Candidate Profile Must-Have Requirements

• Delivery Leadership

12+ years in BPS/operations delivery

Experience managing large, multi-tower accounts

Strong SLA/KPI and governance track record

• Client & Stakeholder Management

Experience with senior client stakeholders (Director/VP level)

Ability to independently lead governance and business reviews

Proven escalation management capability

• Commercial & Financial Acumen

Experience managing account financials (cost, margin, productivity)

Exposure to commercial models (transaction/outcome-based), pricing, and contracts

• Team Leadership

Managed large teams (150+ FTEs or equivalent complexity)

Strong performance management, leadership development, and retention capability

• Operational Excellence

Expertise in SLA/KPI frameworks and governance

Proven productivity and efficiency improvement experience

• Deputy Leadership Capability

Ability to step into senior leadership roles

Operate independently in high-visibility situations

Good-to-Have

Experience in UK Utilities, Telecom, Infrastructure

Exposure to Streetworks / Safe Dig / asset-based operations

Experience in AI, RPA, automation, and analytics platforms

Involvement in contract renewals, ITTs, pricing models, and growth pipelines

Lean / Six Sigma certification

Experience in large transitions and transformation programs

Key Success Indicators

Consistent SLA/KPI achievement

Margin improvement and cost optimization

High client satisfaction and retention

Successful delivery of transformation initiatives

Ability to independently manage the account when required

Ideal Candidate Persona

“Mini Delivery Head” mindset

Strong operator with commercial acumen

Capable of independently running the account

Confident in client-facing, high-pressure environments

Able to balance BAU delivery and transformation agenda

Total over all Experience Expected: 14-20 years

Graduate or above

Preferred MBA

Strong operator + commercial thinker

Can run the account independently when needed

Comfortable with client-facing, high-pressure environments

Able to balance BAU delivery + transformation agenda

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.