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Service Delivery Excellence Manager
2 weeks ago
The Service Delivery Excellence Manager plays a pivotal role in overseeing the daily operations of the service desk, ensuring exceptional customer experiences, operational efficiency, and continuous improvement aligned with global standards.
- Leads a team of service desk representatives handling multi-channel customer interactions.
- Develops and implements operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards.
- Manages financial performance including budgeting, forecasting, and cost control.
- Drives resource and capacity planning to meet evolving business needs.
- Ensures seamless communication and collaboration with clients, account executives, and service delivery managers.
- Leads performance management, career development, and succession planning for team members.
- Monitors and reports on key performance metrics and implements service improvements.
- Ensures compliance with regional standards.
- Budget management and forecasting accuracy.
- Productivity improvements and cost control measures.
- Staff retention and succession planning.
- Performance feedback and employee engagement initiatives.
- SLA adherence and client satisfaction.
- Innovation in service delivery and process improvements.
Requirements:
- 5–10 years' experience in service desk or call centre management.
- Proven ability to manage operational plans, budgets, and service delivery teams.
- Strong understanding of global and local service desk industry trends.
- Experience in managing client relationships and delivering continuous improvement initiatives.
Core Competencies:
- Strong analytical, financial, and strategic planning skills.
- Excellent communication, negotiation, and relationship-building abilities.
- High level of commercial acumen and results orientation.
- Demonstrated leadership in managing diverse teams and driving performance.
- Ability to work independently and collaboratively in a fast-paced environment.
