About the Role
Oversee the service delivery function, driving operational excellence and client satisfaction by managing teams, improving processes, and aligning service performance with business goals.
Responsibilities
- Direct the end-to-end service delivery lifecycle to ensure consistent, high-quality client outcomes
- Lead and develop a team of service delivery professionals across multiple regions
- Establish key performance indicators and monitor service delivery metrics
- Collaborate with client success and technical teams to align service standards
- Drive continuous improvement initiatives to enhance efficiency and scalability
- Manage service delivery budgets and resource planning
- Ensure compliance with service level agreements and contractual obligations
- Oversee incident and problem management processes for timely resolution
- Develop escalation protocols and manage critical client issues
- Implement standardized operating procedures across global delivery teams
- Partner with product and engineering teams to influence roadmap based on client feedback
- Lead quarterly business reviews with key clients and stakeholders
- Design and deliver training programs for service delivery staff
- Monitor client satisfaction and Net Promoter Score trends
- Guide change management processes within service operations
- Support onboarding and transition of new client accounts
- Evaluate third-party vendor performance in service delivery chains
- Ensure data security and privacy standards are upheld in all service activities
- Report to senior leadership on service delivery performance and risks
- Foster a culture of accountability, responsiveness, and client focus
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with flexible location options
Team
Part of the global client success organization reporting to senior leadership
Our Culture
- We value transparency, innovation, and collaboration in everything we do
- Employees are encouraged to take initiative and drive meaningful change
- Diversity and inclusion are central to how we build teams and serve clients
Professional Growth
- Access to leadership development and technical training programs
- Opportunities for international assignments and role progression
- Mentorship and career pathing support provided
Available for qualified candidates requiring relocation support
