Open To Work
MD ISHRAQ HOSSAIN JOARDER
Service & Operations Delivery Lead
Dhaka
Work Preference
Job Search Status
Open to workDesired start date: Immediately
Desired Job Title
Customer Success Advisor (Project Coordination)Customer Support Team LeadCustomer Service Executive (Remote)Project ManagerBusiness Development ManagerWork Type
Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal WorkLocation Preference
On-SiteRemoteHybridLocation: Dhaka, BD
Open to relocation: Yes
Salary Range
0/hr - 1000/hrImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsPaid sick leaveTeam Building / Company RetreatsPaid time offPersonal development programsSummary
I bridge the gap between business strategy, technology delivery, and operational execution.
Over the past decade, I have led service delivery, high-availability operations, and client-facing teams across global technology, retail media, and digital services. From optimizing SLA and ITIL governance to scaling contact operations and aligning cross-functional teams with business goals, my focus has always been operational excellence, reliability, and measurable outcomes.
Core Expertise
Service Delivery & Operations: Managing end-to-end service lifecycles, incident management, high-availability environments, performance monitoring, and SLA compliance.
Client Success & Stakeholder Management: Leading enterprise relationships across UK and international markets, monitoring account health, driving retention, resolving executive escalations, and supporting tailored product demonstrations.
Leadership & Performance: Leading remote and on-site teams through coaching, quality assurance, structured feedback, workforce planning, and KPI management, including FCR, CSAT, NPS, and MTTR.
Business Growth: Identifying expansion opportunities, strengthening client partnerships, reducing churn, and increasing customer lifetime value through consultative account management.
Talent & Team Development: Recruiting top talent, leading interviews, designing onboarding programs, and coaching new hires to accelerate performance.
Technology Stack: HubSpot, Jira, Zoho, Intercom, ClickUp, LinkedIn Recruiter, Sales Navigator, CRM platforms, and collaboration tools that improve visibility, efficiency, and execution.
I thrive in fast-paced, multi-time-zone environments where data-driven decisions, strong leadership, and emotional intelligence deliver lasting business results.
Overview
10
10
years of professional experience
7
7
Certifications
Work History
Operations & Service Delivery Lead
Inument Solutions Limited
Dhaka
09.2025 - 06.2026
- Enterprise Service Delivery & Architecture: Lead end-to-end service planning and delivery frameworks across cross-functional engineering and operational teams, translating business goals into robust technology roadmaps.
- SLA & Operational Governance: Govern daily service performance and production environments, achieving 99.9%+ service availability targets through proactive queue monitoring, automated breach alerts, and ITIL-aligned Incident Management.
- Service Readiness & Release Control: Oversee service readiness protocols prior to production deployment—ensuring monitoring setups, operational documentation, rollback plans, and stakeholder alignment are fully established.
- Vendor & Stakeholder Engagement: Manage vendor integration timelines and third-party delivery commitments, conducting structured Monthly Service Reviews (MSRs) and Root Cause Analyses (RCAs) to drive accountability.
Project & Product Delivery Manager
Particular Audience (Augmented)
Sydney, Australia (Remote)
09.2025 - 06.2026
- Manage complex B2B customer inquiries and technical escalations, investigating root causes behind software behavior rather than relying on templated responses.
- Collaborate cross-functionally with engineering and product teams, providing detailed context, steps to reproduce, and initial hypotheses when escalating bugs.
- Analyze recurring customer friction points and operational data to flag product gaps and contribute to the internal Voice of Customer (VoC) initiatives.
- Utilize AI-assisted documentation tools to streamline knowledge sharing, ensuring customer-facing self-serve materials and internal macros stay accurate and up to date.
Operations & Customer Experience Lead
JustGo Technologies Ltd
09.2022 - 07.2025
- Service Transformation & Quality Control: Directed end-to-end service delivery and operational support workflows across multi-channel environments, maintaining a 95%+ CSAT rating and driving a 35% reduction in MTTR.
- Agile Workflow Optimization: Spearheaded process optimization and Agile delivery practices across support and technical engineering teams, eliminating workflow bottlenecks and accelerating feature deployment cycles.
- Crisis Command & Escalation Management: Served as the senior escalation authority for high-severity operational incidents, establishing rapid response protocols and maintaining clear executive communication during critical system events.
Support Advisor & Account Coordinator
JustGo Technologies Ltd
01.2022 - 08.2022
- Led a 14+ member cross-functional team across support, success, and product integration projects, ensuring SLA compliance and client satisfaction.
- Defined project scope, deliverables, and milestones in collaboration with product and engineering teams.
- Reduced unresolved P1 incidents by 60% through structured escalation and risk management planning.
- Managed client relationships, acting as a key liaison between business stakeholders and technical teams.
- Delivered detailed project reports to management, ensuring transparency and alignment with company goals.
Customer Support Specialist (Remote)
JustGo Technologies Ltd
11.2021 - 01.2022
- Supported SaaS product rollouts by aligning Tier 1 operations with engineering project timelines.
- Improved resolution workflows by 25%, reducing blockers in development and QA pipelines.
- Acted as a communication bridge between clients and technical teams during transition projects.
Line Manager, Customer Operations
Coles Supermarket
Ringwood, Victoria
06.2016 - 06.2020
- Maintained 99% accuracy in restocking and register handling during high-volume retail operations.
- Supported in-store customer interactions and resolved issues in real-time.
- Demonstrated multitasking and flexibility during night shifts and team rotations.
Cashier/Sales Customer Support Specialist
Domino's Pizza
10.2017 - 12.2018
- Processed 50+ orders per shift with speed and accuracy across phone and in-person channels.
- Delivered excellent customer service with a smile, even during peak hours.
- Handled transactions and balanced cash drawer with zero discrepancies.
Skills
- Project Management: Monday CRM, Hubspot, Salesforce, Outreachio
- Tools: Zendesk, Zoho Projects, Teamwork, ClickUp
- Software Development Lifecycle (SDLC)
- Stakeholder & Client Management
- Team Leadership & Mentorship
- Risk Management & Issue Resolution
- Technical: SQL, API Integrations (Basic), SaaS Platforms
- Documentation & Reporting
- Cross-Functional Collaboration (Engineering, QA, Product, Marketing)
Education
BA-ICT - Networking
10.2019
IELTS - English Language
12.2015
- Overall Band Score
- GPA: 7.5
Higher Secondary School Certificate - Science
10.2014
GPA: 5.0
Projects
- Membership Structure Implementation - Special Olympics Ireland, Paddle UK
- Qualification System Builder - Canadian Kendo Federation
- Course Authorization Module - Paddle Scotland
- Weblet Development Projects (Portals & Workflows) - British Rowing, Swim Wales, CPGA, British Gymnastics
- Upsell Item Relocation (Process Optimization) - British Rowing
Portfolio
Atlassian Agile Project Management Professional Certificate
Project Management Foundations
Mistakes to Avoid in Agile Project Management
Agile Foundations
Languages
English: Full Professional
Advanced (C1)
Bengali: Native or Bilingual
Bilingual or Proficient (C2)
Timeline
Operations & Service Delivery Lead - Inument Solutions Limited
09.2025 - 06.2026
Project & Product Delivery Manager - Particular Audience (Augmented)
09.2025 - 06.2026
Operations & Customer Experience Lead - JustGo Technologies Ltd
09.2022 - 07.2025
Support Advisor & Account Coordinator - JustGo Technologies Ltd
01.2022 - 08.2022
Customer Support Specialist (Remote) - JustGo Technologies Ltd
11.2021 - 01.2022
Cashier/Sales Customer Support Specialist - Domino's Pizza
10.2017 - 12.2018
Line Manager, Customer Operations - Coles Supermarket
06.2016 - 06.2020
Swinburne University of Technology - BA-ICT, Networking
British Council - IELTS, English Language
Dhaka Residential Model College - Higher Secondary School Certificate, Science