Service Delivery Manager

Role Title: Service Delivery Manager

ECLARO: A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

Core Responsibilities for Dedicated Service Delivery Manager

1. Manage service operations for the exclusive engagement that provides customer support services (email, chat and voice) to dental practice customers

2. Act as an escalation point for team-specific leadership (ie. Team Leads, Subject Matter Experts, designated Points-of-Contact) and for stakeholders as defined

3. Work with each functional team to ensure Success Factors (Productivity & Quality) are clearly defined, measured and consistently achieved, inclusive of SLA/KPI targets such as response times (FOAR), Average handle time, ticket volume, quality scores, Schedule adherence, and customer experience expectations

4. Work with team leadership and stakeholders to ensure work elements are being accurately captured, tracked, measured and reported, including visibility into the ticketing environment (i.e. Zendesk) and associated performance dashboards

5. Work with team leadership and the Global Services Coordinator to:

• Monitor and manage inbound/outbound ticket queues and communication channels (email, chat, voice)

• Communicate recommendations to stakeholders relating to:

o Changes (up or down) to work volumes

o Staffing adjustments and capacity planning

o Overtime needs and schedule alignment

6. Work with assigned Global Services leadership to ensure transparency across the engagement so that team members leverage best practices, share knowledge, and deliver high-quality customer interactions that align with expectations

7. Establish and enforce a structured Quality Assurance (QA) framework, including QA scorecards, calibration sessions with stakeholders, and ongoing feedback loops to ensure consistency and continuous improvement in customer interactions

8. Work with team leadership to ensure that all associates arrive for his/her shift on time and ready to work, whether in a remote or office-based environment, and to provide the necessary coverage/contingency plans to ensure continuity of service. This includes developing the necessary shift schedules required by to provide the necessary coverage

9. Ensure, as needed, that any customer inquiries or unresolved tickets from previous shifts are properly assigned, tracked and resolved in a timely manner

10. Support team leadership as necessary to compile and distribute internal and facing hourly, daily, weekly, monthly, quarterly and year-end performance reports and engagement health scorecards, moving beyond binary pass/fail reporting to include actionable insights and trends

11. Coordinate all ECLARO and specific Incident Response and BCP processes with internal Event Response teams and stakeholders, ensuring minimal disruption to customer support operations

12. Conduct regularly scheduled standups (i.e. daily, weekly) and monthly governance meetings with team members and stakeholders to review workload, performance, SLA adherence, quality trends, and continuous improvement initiatives

13. Work with team leadership to ensure all Action Items from governance meetings are documented, communicated within 1 business day, and tracked through to completion

14. Manage overall team and team member performance, conduct 1:1 and team meetings as necessary, and follow ECLARO's performance evaluation process, taking input from stakeholders to ensure alignment with client expectations

15. Participate in the recruitment, hiring, onboarding, performance improvement plans and separation activities for all associates within the engagement, with a strong focus on hiring profiles suited for customer support and contact center environments

16. Direct and enhance the training program, working closely with stakeholders to address current gaps (e.g. limited onboarding duration), and implement structured nesting, ongoing training, and knowledge reinforcement mechanisms to improve agent readiness and performance

17. Develop and maintain a centralized knowledge management approach (playbooks, SOPs, decision trees) to ensure consistent and accurate responses across all communication channels

18. Develop, implement and manage Continuous Improvement Action Plans to address recurring issues, SLA/KPI gaps, training deficiencies, and operational inefficiencies; leveraging QA insights, team feedback, and client input

19. Work with team leadership and the Global Services Coordinator to:

• Send daily attendance notifications and coverage updates

• Manage communication of holidays, PTO, and scheduling considerations

• Coordinate and secure approvals for overtime or additional coverage as needed

20. Work with team leadership and the Global Services Coordinator to:

• Ensure timely and accurate time capture for all billable team members

• Secure necessary approvals from stakeholders

• Ensure timely and accurate monthly billing

21. Schedule and host internal and client-aligned team-building and employee engagement activities to promote retention, improve morale, and strengthen team cohesion, particularly in a high-volume customer support environment

22. Proactively manage employee retention by gathering feedback from team members and leadership, identifying potential attrition risks (including policy changes such as work location requirements), and working with leadership to address and mitigate those risks

• Experience & Qualifications for Dedicated Service Delivery Manager7+ years of progressive experience in Service Delivery, Operations Management, or Client Services roles, with at least 3–5 years in a leadership capacity overseeing customer support or contact center operations (email, chat, and voice)
• Demonstrated experience managing offshore or distributed teams, preferably within the Philippines, supporting US-based clients and customers in a high-volume, SLA-driven environment
• Proven ability to manage and improve performance against defined SLAs and KPIs, including but not limited to response times, resolution times, productivity metrics, quality assurance scores, and customer experience indicators
• Hands-on experience working within customer support platforms such as Zendesk or similar ticketing/CRM systems, with the ability to interpret dashboards, analyze performance data, and drive operational improvements based on insights
• Strong background in Quality Assurance (QA) frameworks, including the development and implementation of QA scorecards, calibration processes, and coaching models to improve agent performance and consistency
• Experience designing, implementing, or enhancing training programs in a customer support or contact center environment, including onboarding, nesting, and continuous learning initiatives to address knowledge and performance gaps
• Demonstrated ability to operate effectively in ambiguous or evolving environments, including client engagements where roles, responsibilities, and expectations may not be fully defined or may shift over time
• Proven experience managing client relationships at multiple levels, including the ability to navigate challenging or high-pressure situations, align expectations, and provide clear, data-driven recommendations to stakeholders
• Strong workforce management (WFM) and operational planning experience, including capacity planning, queue management, scheduling, and aligning staffing levels to fluctuating work volumes
• Experience leading teams through change management initiatives, including policy changes (e.g. work-from-home vs. office-based models), process transformations, and performance improvement efforts while maintaining team engagement and minimizing attrition
• Demonstrated ability to build structure and operational discipline within teams, including establishing daily/weekly cadences, reporting frameworks, escalation paths, and performance management processes
• Strong analytical and problem-solving skills, with the ability to perform root cause analysis (RCA), identify systemic issues, and implement sustainable solutions across people, process, and technology dimensions
• Excellent communication skills (written and verbal), with the ability to interact effectively with both frontline associates and senior client stakeholders, including presenting performance results, risks, and recommendations in a clear and professional manner
• Experience in healthcare, dental, medical device, or related customer support environments is preferred but not required; candidates must demonstrate the ability to quickly learn and support complex, domain-specific products and workflows
• Bachelor's degree required; degree in Business, Operations, Communications, or a related field preferred