Service Delivery Manager

Key Responsibilities

• Lead, support, and develop two Team Leaders responsible for overseeing front-line service delivery.
• Facilitate regular 1:1s, performance reviews, and team meetings to ensure consistent alignment with company objectives.
• Foster a collaborative, positive, and high-performance team culture, rooted in accountability and proactive support.
• Oversee daily service operations to ensure client needs are met efficiently, accurately, and within agreed SLAs.
• Monitor team performance against KPIs and quality benchmarks; take corrective action where needed.
• Drive continuous improvement in service processes, identifying opportunities for efficiency, automation, and enhanced customer experience.
• Act as an escalation point for high-priority issues, ensuring timely and effective resolution.
• Collaborate with cross-functional teams (IT, Product, Sales, Marketing) to ensure service delivery align...