Service Delivery Manager

ABOUT HUGO

Hugo is a global operations company that helps organizations solve complex operational challenges through exceptional people, disciplined execution, and continuously improving systems.

We operate across Customer Experience, AI Operations, and other operational services, supporting some of the world’s most innovative companies. While the work we perform continues to evolve alongside technology and client needs, our purpose remains consistent: to build teams capable of delivering outstanding results in environments where quality, adaptability and speed matter.

We believe that great businesses are built by capable people. Technology can increase productivity, but people bring judgment, solve problems, build trust and adapt to change. For that reason, we invest as deliberately in developing our people as we do in delivering for our clients.

We are not defined by a single service, project or technology. We are defined by our ability to identify potential, develop expertise, and deploy our people where they can create the greatest value. Our people work across different locations, business units and work models, but we remain one organization with a shared commitment to excellence, accountability, continuous learning and respect for one another.

We believe work should create value for everyone involved. Our clients should receive exceptional service. Our people should gain meaningful experience and build lasting expertise. And together, we should continue raising the standard for what a modern operations company can be.

THE ROLE

Reports to: VP of Operations

The Service Delivery Manager owns the overall success of the inbound sales program in Cape Town, and is accountable for achieving and exceeding all key performance indicators (KPIs) set by Gold Mountain by Hugo and its client partners. This role provides strategic leadership and day-to-day direction to the Sales Coach team, ensuring Sales Advisors receive consistent, high-quality coaching, feedback, and development.

The Service Delivery Manger safeguards compliance and quality standards across the program, drives the corrective action process, and owns all program reporting and client communication— serving as the primary point of contact between Gold Mountain and the client on program performance and strategy.

WHAT YOU’LL BE DOING

• Own full accountability for program performance against all client and company KPIs (sales, conversion, quality, compliance, attendance, schedule adherence, and customer experience), driving corrective strategies when performance trends off-target

• Provide ongoing coaching, feedback, and performance management to Sales Coaches, including regular 1-on-1s, call calibrations, and individualized development plans

• Ensure Sales Coaches are consistently coaching, developing, and delivering feedback to Sales Advisors through tools such as Call Analysis, TEAM UP and WINS, Goal Setting, Self-Education logs, live monitoring, Side-by-Sides, 3-on-3 calling, and Training Mods

• Oversee and audit the compliance monitoring, quality assurance, and corrective action processes administered by Sales Coaches, ensuring consistency, thorough documentation, and adherence to policy

• Identify skill and performance gaps across the Sales Coach team and build individualized development and accountability plans to close them

• Lead calibration sessions across Sales Coaches to ensure consistency of coaching quality and performance standards across the floor

• Own and deliver program reporting — including KPI dashboards, performance trends, and forecasting — to internal leadership and client stakeholders

• Serve as the primary point of contact for client communication, providing regular program updates, addressing concerns proactively, and partnering with the client on strategy and continuous improvement

• Partner with Talent Acquisition, Training, and Quality Assurance to ensure the program is properly staffed, trained, and supported as it scales

• Monitor attendance, schedule adherence, and workforce management needs across the program

• Champion a positive, high-performance culture on the floor, recognizing top performers and proactively addressing morale or engagement concerns

• Maintain thorough knowledge of client requirements, applicable compliance regulations, and industry best practices relevant to the program

• Escalate and resolve operational risks, systems issues, or compliance concerns promptly and effectively

• Complete other administrative and leadership duties as required to support program success

• Must have the ability to handle confidential information

KEY REQUIREMENTS

• Proven leadership and people-management skills, with a track record of developing leaders and holding teams accountable

• Excellent verbal, written, and presentation communication skills, including experience presenting to clients and executive stakeholders

• Strong analytical skills; comfortable interpreting KPI and performance data and translating it into clear action plans

• Self-starter, highly motivated, and results-driven

• Sound judgment and decision-making under pressure

• Strategic thinker able to balance daily operational demands with long-term program goals

• Reliable, professional, and able to build trust and rapport with client partners

• Flexible in hours and availability as needed to support program and client needs Minimum Performance Qualifications Required

• Prior experience in sales, contact center and leadership

• Demonstrated track record of leading a team to consistently meet or exceed KPIs

• Experience with client-facing reporting and communication

• Proficiency with performance reporting, CRM, and dialer/telephony systems

• Bachelor's degree preferred, or equivalent professional experience

WHAT SUCCESS LOOKS LIKE: FIRST 90 DAYS

• Onboarded and running the program independently. You know the client, the KPI set, the compliance requirements and the reporting cadence well enough to lead the floor without day to day support from Gold Mountain or Hugo leadership.

• The client is confident in the program. A steady weekly rhythm is in place, issues reach the client from you before they reach you from the client, and the client sees you as the owner of program performance and strategy.

• The program is delivering to target. Sales, conversion, quality, compliance, attendance and adherence are at or above the agreed KPIs, and anything trending off target already has a corrective plan in motion.

• The Sales Coach team is being led, not just supervised. One on ones and calibrations are happening on schedule, every coach has a development plan, and coaching quality is consistent across the floor.

• Team health is visible and good. Attendance and attrition are stable or improving, top performers are recognised, and engagement concerns are surfaced and dealt with early rather than after they cost us people.

• Reporting is trusted. KPI dashboards and performance commentary go out on time, and they explain the story behind the numbers rather than just reporting them.

• One or two improvement areas identified and already being implemented. Each has a named owner, a timeline and an early read on impact.

EQUAL OPPORTUNITY STATEMENT

Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identify, sexual orientation, neurodiversity, disability, or any other legally protected status