Service Delivery Manager

2-5 Years

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Early Applicant

Job Description

Manage teams with a headcount of 65 to 80, supporting up to 20 accounts/clients.
Monitor KPIs and SLAs across all accounts and ensure service excellence.
Lead and coach Group Leaders and Team Leaders, conduct performance reviews, and implement improvement plans.
Work with Workforce Management for scheduling needs across accounts.
Lead process documentation and quality improvement projects.
Conduct training sessions and support leadership development of team members.
Regularly report account performance and updates to senior management and clients.
Manage client communication, handle escalations, and present account reviews.
Support the VP for Service Delivery, Country Manager, and CEO with tasks and client management.
2-3 years of experience managing operations in customer service, e-commerce, and other business lines.
Strong knowledge of Quality Methodologies (RCA, Pareto, Ishikawa, Six Sigma, etc.).
Experience in operational data analysis and reporting.
Understanding of key metrics, penalty-driven metrics, and P&L.
Proficiency in MS Office and Google Docs.
Strong leadership, people management, and decision-making skills.
Excellent verbal and written communication skills.
Project management, capacity planning, and client management experience.
Experience in process documentation, auditing, and training delivery.
Ability to work in a fast-paced, dynamic environment, handling multiple tasks with accuracy and timeliness.