Operations Service Delivery Manager

5 days ago

nellore, India beBeeLeadership Full time

About This RoleWe're seeking a Support Services Manager to lead our client support team and ensure smooth, high-quality service delivery. This role requires someone who can manage demanding clients, guide the team effectively, and work closely with internal teams.This is an excellent opportunity for someone who enjoys working in a fast-paced environment and has strong leadership skills.Key Responsibilities:Lead and Mentor the Team: Manage and guide the support team to maintain consistent service quality.Handle Escalations and Complex Issues: Deal with difficult clients and complex issues, especially for sensitive accounts.Client Liaison: Join client calls, provide updates, and maintain a solid working relationship with key stakeholders.Cross-Functional Collaboration: Coordinate with internal teams to resolve issues faster and improve overall delivery and SLA compliance.Performance Monitoring: Monitor performance, identify gaps, and strengthen processes.Reporting and Analysis: Prepare monthly/quarterly reports on support performance and customer satisfaction.Training and Development: Plan and manage training to upskill the team.Process Improvement: Maintain and refine SOPs to ensure smooth day-to-day operations.Requirements:A bachelor's degree.Minimum 5 years of experience in customer support management, preferably in enterprise environments.Strong communication, leadership, and problem-solving skills.Good working knowledge of SQL, MS Office, Jira, and reporting in Excel/PowerPoint.

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