Service Delivery Manager

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Job Description

• Operational Strategy: Lead service delivery strategy to ensure key metric attainment driving revenue and profitability.
• Governance Oversight: Coordinate formal governance meetings Quarterly Business Reviews (QBRs) and executive reviews to maintain account health and transparency.
• Performance Management: Set program plans prioritize initiatives and resolve conflicts to enhance effectiveness in reaching business goals.
• Strategic Advisor: Act as the primary liaison providing solutions for immediate client needs while championing long-term business initiatives.

• Program Lifecycle: Maintain visibility of service performance dependencies and contractual adherence.
• Capacity Planning: Direct and manage all components of capacity planning inclusive of resource groups.
• Cross-Functional Collaboration: Drive integration across teams to support consistency best practice sharing and continuous improvement.

• Financial Accountability: Own the P&L and financial performance of client programs providing significant input on budgets financial analysis and pricing models.
• Billing & Invoicing: Oversee the accuracy of client invoicing and coordinate billing queries with Finance teams.
• Contractual Negotiation: Act as a core team member in commercial discussions contract renewals and service enhancements seeking win-win outcomes.

• Relationship Management: Manage high-level communications with client partners and internal stakeholders.
• Governance & Compliance: Ensure all risks compliance requirements and governance obligations are proactively identified tracked and managed through to resolution.
• Escalation Point: Serve as the primary escalation point for client requests operational issues and project bottlenecks.

Candidate requirements

• Experience: Significant experience leading service delivery strategy within a contact center environment.
• Financial Acumen: Proven experience managing P&L budgeting and complex financial analysis.
• Leadership: Demonstrated ability to lead mentor and coach teams and act as a strategic advisor to lower-level management.
• Communication: Mastery of English (written and verbal); advanced ability to comprehend analyze and interpret complex business data.
• Strategic Influence: A strategic thinker with a proven ability to influence stakeholders negotiate win-win outcomes and drive projects with creativity and ingenuity.
• Technical: Advanced Microsoft Office proficiency.

• Join a company that values innovation and teamwork.
• Be at the forefront of decision-making that shapes our operational future.

Ready to make a difference Apply now and lead the charge in optimizing our service delivery!

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