Service Delivery Manager

What you will be doing:

Strategic Leadership & Governance

• 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.

Operational Excellence

• 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 & Commercial Stewardship

• 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.

Stakeholder & Risk Management

• 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.

What you will need:

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.

Why Us?

• 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!