Job Title:
Sr. Service Delivery Manager
Job Description
• P&L: Work towards development and execution of the overall business strategy resulting in revenue growth of program(s); responsible for maintaining and improving profitability including revenue, margins, billing, seat utilization and retention.
• Operations: Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.
• Partnering with Business Development to leverage and expand new business from client(s)
• Team management: Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
• Strategy: Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).
• Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.
• Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.
• Compliance: Ensure compliance with all client regulatory requirements
- P&L: Work towards development and execution of the overall business strategy resulting in revenue growth of program(s); responsible for maintaining and improving profitability including revenue, margins, billing, seat utilization and retention.
- Operations: Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.
- Partnering with Business Development to leverage and expand new business from client(s)
- Team management: Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
- Strategy: Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).
- Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.
- Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.
- Compliance: Ensure compliance with all client regulatory requirements
Location:
VNM The Flemington Tower, 10th & 11th Floors
Language Requirements:
Time Type:
Full time2024-02-29
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