Audit Service Delivery Lead

Responsibilities

Team Output Management

•  Manage day-to-day throughput and performance of Service Delivery – Audits team
• responsible for scheduling the entire set of Audit-related services to be performed by

our skilled Auditor/Associate team, currently including

•  Audits
•  Assessments
•  Supplier Desktop Evaluations
•  Manage remote Service Delivery Coordination team across multiple time zones and
• mix of full-time and contract personnel
•  Process and triage incoming work requests to the Coordination team, ensuring appropriate
• assignment and prioritization

Performance Metrics Ownership

•  Provide tracking and reporting on key performance indicators (KPIs) including but not
• limited to: Scheduling throughput rate, preparation throughput rates, and on time scheduling
• rates
•  Provide timely, accurate, and actionable status updates and trends to the Director of
• Operations with sufficient lead time to course-correct issues before targets are missed
•  Proactively monitor operational conditions including team capacity, client request volumes,
• scheduling conflicts, Contractor upskilling needs, and process friction to surface risks
• before they become delivery failures

Process Improvement and Trend Visibility

•  Flag emerging client behavior patterns (e.g., late submissions, cancellations, expedited
• request frequency) which have negative downstream impact on scheduling throughput
•  Raise process improvement needs with sufficient context to inform project scoping and
• resource decisions. Participate in process improvement initiatives sponsored by Operations
• leadership, contributing team-level operational insight

Client & Cross-Functional Coordination

•  Provide visibility to Client Success Managers (Key Account Managers) regarding Coordination
• and Auditor teams’ capabilities to deliver on Expedited timelines and out-of-contract requests
•  Document current-state processes and flag deviations from established standards
•  Interface with Recruiting, Auditor Care (HR), Engineering, and Technical Leads to manage
• needed auditor capacity for scheduling

Team Leadership and Supervision

•  Train, develop, and supervise the team of Service Delivery Coordinators, ensuring they have
• the tools, processes, and knowledge to perform scheduling and preparation roles effectively
•  Provide guidance on best practices for scheduling, time management, and task prioritization
•  Foster a collaborative team environment and address conflicts or concerns constructively
•  Conduct regular performance reviews, set development goals, and maintain an active
• succession plan for the Lead role
•  Identify performance gaps and implement corrective actions consistently and fairly

Qualification and Experience

• Bachelor’s degree in Operations Management, Business, or a related field preferred, or other Bachelor’s degree and commensurate work experience
• Relevant certifications in production scheduling or supply chain management (e.g., APICS, Six Sigma) a plus
• Excellent organizational and time-management skills
• Strong leadership and team management capabilities including coachability
• Ability to handle multiple tasks, delegate, and prioritize effectively in a fast-paced environment
• Problem-solving skills and the ability to adapt to changing demands
• Clear, proactive communication — especially in surfacing risks and issues with appropriate urgency and context
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Teams); experience with scheduling software is a plus