We are seeking a highly organized and results-driven Service Delivery Managerto lead the execution and continuous improvement of our service delivery operations. The successful candidate will be responsible for ensuring exceptional service performance, driving SLA compliance, managing client relationships, and leading cross-functional teams to deliver outstanding outcomes.
This role plays a critical part in ensuring seamless coordination between clients, vendors, internal teams, and operational stakeholders while maintaining high standards of service quality, efficiency, and customer satisfaction.
What You'll Do
Service Delivery Leadership
- Oversee end-to-end service delivery across multiple client engagements.
- Ensure timely and successful fulfilment of service requests and operational commitments.
- Lead and support Service Delivery Coordinators and operational teams.
- Establish and maintain service delivery best practices and standards.
Client & Stakeholder Management
- Serve as the primary point of escalation for delivery-related matters.
- Build strong, long-term relationships with clients and key stakeholders.
- Conduct service review meetings and provide performance updates.
- Proactively manage risks, expectations, and service improvements.
Operational Excellence
- Monitor service performance, SLA compliance, and delivery quality.
- Identify operational bottlenecks and implement corrective actions.
- Drive continuous improvement initiatives to enhance efficiency and scalability.
- Ensure accurate tracking and reporting within CRM and operational systems.
Team Leadership
- Coach, mentor, and develop team members.
- Foster a culture of accountability, collaboration, and high performance.
- Support workforce planning, performance management, and talent development.
Reporting & Analytics
- Analyze delivery metrics and performance data.
- Provide leadership with actionable insights and recommendations.
- Track service KPIs, customer satisfaction, and operational health indicators.
Required Qualifications
- Bachelor's degree in Business Administration, Operations, Information Technology, Human Resources, or a related field.
- Minimum of 5 years' experience in Service Delivery, Operations Management, Managed Services, Staffing Operations, or a similar environment.
- Proven experience managing client relationships and service-level agreements (SLAs).
- Experience leading teams and driving operational performance.
- Strong project coordination and stakeholder management skills.
Preferred Qualifications
- ITIL Foundation Certification.
- PMP, PRINCE2, Agile, or Lean Six Sigma certification.
- Experience working with CRM platforms, Dynamics 365, or service management tools.
Key Skills
- Service Delivery Management
- Client Relationship Management
- SLA Governance
- Team Leadership
- Operational Excellence
- Process Improvement
- Risk Management
- Performance Analytics
- Cross-Functional Collaboration
- Communication & Stakeholder Management
Why Join Us?
- Opportunity to lead and shape service delivery operations in a growing organization.
- Work remotely with a collaborative and high-performing team.
- Career growth opportunities in operations and service management leadership.
- Competitive compensation and development opportunities.
- Culture focused on innovation, accountability, and continuous improvement.
Success in This Role Means
- Consistently achieving service delivery and SLA targets.
- Maintaining high levels of client satisfaction.
- Building a high-performing service delivery team.
- Driving operational efficiencies and continuous improvement initiatives.
- Contributing to business growth through exceptional service execution.
Ready to make an impact? Apply today and help us deliver exceptional service experiences that drive client success.
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