Service Delivery Manager
Full-time
Intelegencia
- 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.
- Knowledge of quality tools and approaches (DMAIC, RCA).
Nice to Have:
Vacancy posted 21 hours ago
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