Service Delivery Manager - Operations Management

About the role

This role is responsible for overseeing service delivery operations, managing escalations, and ensuring client requirements are met with excellence. The individual will provide expert guidance to delivery teams, drive operational improvements, and foster strong client relationships, directly impacting service quality and customer satisfaction.

What you'll do

• Lead operations management activities by analyzing service metrics and implementing process improvements using data visualization tools to ensure service levels meet…
• Manage escalations by applying escalation management techniques to resolve complex client issues, coordinating with internal teams for timely and effective solutions
• Provide expert direction and guidance to delivery teams on operations best practices, ensuring alignment with client requirements and organizational standards
• Support business development by identifying opportunities to enhance service offerings through operations management insights and presenting value-driven solutions to…
• Foster professional client relationships by proactively managing account communications and ensuring transparency in service delivery outcomes

What you need

• Data visualisation
• Power BI
• Tableau
• Any graduate

Good to have

• Six Sigma
• ITIL
• Lean