Senior Service Delivery Manager

Type of Contract: Full-Time

Equipment: Company-provided

Work Setup: Onsite at The Sanctum, SM - North EDSA, QC (Will handle mostly remote teams but we need the flexibility to be onsite in Sanctum and/or Hideout from time-to-time)

The Senior Service Delivery Manager will be responsible for overseeing the day-to-day operations, drive performance excellence, and ensure the delivery of exceptional services to our clients.

What does a day in the life of a Senior Service Delivery Manager look like?

• Lead and manage a team of managers/supervisors/team leaders, and frontline associates
• Set performance expectations, provide coaching and mentorship, and conduct performance evaluations
• Monitor and analyze operational performance metrics, KPIs, and service level agreements (SLAs)
• Identify root causes of operational issues and implement corrective actions and preventive measures
• Foster a positive and engaging work environment that promotes teamwork, collaboration, and employee development
• Identify and address training and development needs to enhance the skills and capabilities of the service delivery team
• Provide strategic direction and guidance to achieve operational goals and objectives
• Develop and implement operational strategies, policies, and procedures to optimize efficiency and productivity
• Monitor industry trends, market conditions, and technological advancements to drive operational innovations
• Build and maintain strong relationships with clients, acting as their primary point of contact for operational matters
• Understand client requirements, expectations, and key performance indicators (KPIs)
• Regularly engage with clients to ensure their satisfaction, address concerns, and explore opportunities for growth
• Manage operational budgets, forecasting, and resource allocation
• Monitor and analyze financial performance, identify cost-saving opportunities, and drive profitability
• Develop and implement strategies to optimize resource utilization and manage operational costs
• Identify opportunities for process improvement, streamlining, and automation
• Leverage technology and tools to automate manual processes and enhance operational effectiveness
• Identify and assess operational risks, implement mitigation plans, and monitor risk exposure
• Collaborate with other departments to ensure seamless service delivery and client satisfaction
• Adheres to company policies and procedures
• Meets or exceeds performance targets for related KPI’s
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications for a Senior Service Delivery Manager?

• 5 years of experience as an Senior Operations Manager or similar role, in the call center environment
• Must have a high school diploma orequivalent
• 2 years of experience as an Senior Operations Manager or similar role, in the call center environment
• Strong communication skills, both verbal and written
• Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills
• Ability to lead and supervise in a fast-paced, rapidly changing environment while managing multiple priorities
• Ability to manage a diverse workforce
• Strong commercial understanding and previous accountability for profit targets
• Proficient in using computers and various software applications
• Financial acumen

Preferred Qualification

• Bachelor's degree in Business Administration or a related field - Preferred
• Master of Business Administration (MBA), Six Sigma Black Belt professional certification, or similar preferred
• Customer success management experience is preferred

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/3AMWL3fagrwJXvq9VYpZa

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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