Service Delivery Professional

2 weeks ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Title: Service Delivery Manager

A highly experienced Service Delivery Manager is required to oversee the daily operations of client teams, ensuring client satisfaction and maintaining relationships. This role involves establishing and refining delivery processes, streamlining them to provide a consistent service experience. The successful candidate will be responsible for managing email, phone, or in-person interactions with clients, executing company-wide client-related programs, and overseeing on-boarding of new clients.

Key Responsibilities:
  • Talent Management: Coach and develop team members to excel in client and people management.
  • Client Services: Ensure client satisfaction through effective management of daily operations and onboarding processes.
  • Business Growth: Drive improvements in client experience and support business development efforts.
  • Problem Solving: Tackle high-impact client issues with root cause analysis and resource coordination.
  • Project Management: Lead departmental and cross-functional initiatives aligned with corporate goals.
  • Employee Engagement: Balance the needs of employee engagement, client satisfaction, and budget management.

Principal Responsibilities:
  • Talent Inventory: Manage and coach direct reports to be effective in both client management and people management.
  • Establish Delivery Processes: A key part of this role is to establish and refine delivery processes, ensuring each client receives the same great experience from the initial stage.
  • Client Services: Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or in-person interactions with clients to maintain and enhance client relationships.
  • Supervise Staff: Oversee teams in different stages of the delivery process, even though you may not be the direct line manager.
  • Business Growth: Proactively seek opportunities to improve client experience and drive business growth.
  • Manage Customer Expectations: Assess customer feedback and improve procedures accordingly to ensure great customer service is provided at all times.
  • Problem Solving: Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions.
  • Managing Projects: Stay well informed of corporate goals and strategies; identify and lead departmental or company-level projects.
  • Employee Engagement and Budget: Manage staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs.

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