Lead Service Delivery Africa

About the role

Glovo is seeking a Service Delivery Lead to own one of its BPO hub locations in Africa. You will act as the primary liaison between Glovo and the outsourced operation, ensuring a 5‑star experience for customers, riders, and vendors.

Key responsibilities

• Serve as the main operational point of contact for the BPO partner, aligning with Glovo’s standards and performance targets.
• Monitor day‑to‑day performance metrics such as SAT, FCR, AHT, productivity and quality scores, and act quickly on deviations.
• Collaborate with on‑site BPO management and team leads on onboarding, training adherence and workforce management.
• Conduct regular operational reviews, identify root causes of gaps and drive corrective action plans.
• Partner with Glovo HQ teams (WFM, Quality, Training) to roll out initiatives, tooling updates and process changes.
• Escalate and manage critical incidents, coordinating rapid response across stakeholders.
• Translate BPO data and market nuances into actionable insights for continuous improvement.

Required profile

• Bachelor’s degree in Business, Operations or a related field.
• 3‑5 years of experience in customer service operations, BPO management or a similar operational role.
• Hands‑on experience working within or alongside BPO/outsourced environments, preferably on‑site.
• Strong analytical mindset with comfort using operational dashboards and data.
• Excellent communication and stakeholder‑management skills.

Required skills

What we offer

• Opportunity to shape Glovo’s service delivery in a fast‑growing market.
• Collaborative, data‑driven environment.
• Exposure to cross‑functional teams across the region.