About the Role
Oversee end-to-end service delivery for assigned clients, acting as the primary point of contact for operational performance, escalation management, and process improvements. Ensure alignment with service level agreements and client expectations.
Responsibilities
- Manage day-to-day service operations for designated client portfolios
- Serve as main liaison between clients and internal teams for service-related matters
- Monitor performance metrics and service level agreements
- Identify and resolve service delivery issues promptly
- Lead incident management and root cause analysis processes
- Coordinate cross-functional teams during critical events
- Prepare and deliver regular performance reports to stakeholders
- Drive process improvements to enhance service quality
- Ensure compliance with operational policies and procedures
- Support onboarding and transition of new clients
- Maintain accurate documentation of service processes and workflows
- Escalate risks and issues to senior management when necessary
- Collaborate with product and technical teams on client-specific needs
- Track and report on key performance indicators
- Facilitate regular client review meetings
- Implement best practices in service delivery frameworks
- Contribute to service continuity planning
- Support audit and compliance requirements
- Manage change control processes for service updates
- Provide input on client contract renewals and expansions
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility for remote and office-based work
Team
Part of the client-facing delivery team focused on operational excellence and customer satisfaction
What We Value
- Accountability in delivering consistent service quality
- Proactive communication with internal and external stakeholders
- Commitment to continuous learning and improvement
- Collaborative approach to solving complex challenges
Growth Opportunities
- Pathways for advancement within service delivery and client operations
- Access to professional development resources
- Mentorship and leadership training programs
Available for qualified candidates
