Manager, Service Delivery

In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company – a unique opportunity for the right candidate.

Leading the Service Delivery team, managing conflicts and ensuring the team's processes and tasks are carried out efficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget.

In this role, you will lead and manage the internal delivery teams to review incidents, problems and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed.

In this role, you will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead department, division or company level projects to realize corporate goals and strategies.

Responsibilities

Talent Inventory

Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.

Establish Delivery Processes:

• A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes is to ensure that each client gets the same great experience from the initial stage.

Client Services

Oversee the daily operations of each client teams to ensure client satisfaction; manage email, phone or in-person interactions with clients to maintain and enhance client relationship; execute company-wide client related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients.

Supervise Staff:

Oversee the teams in different stages of the delivery process, even though you may not be the direct line manager. Holds all the processes and employees within these teams accountable for carrying out the required tasks and providing great customer service

Business Growth

Proactively seeks opportunity to improve client experience and drive business growth. Support US based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies.

Manage Customer Expectation:

This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. You are required to evaluate a customer's experience against a set of customer satisfaction goals and criteria. Conduct research, when the scores fall below the threshold

Problem Solving

Resolve high impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.

Qualifications

• Minimum 12 years experience, 7 years management experience
• Client Management
• Process Management
• Team Management