Service Delivery Manager

08 Nov 2018
15 Nov 2018
Justin Pankinas
Job Type
Our Client is looking for an experienced Service Delivery Manager in Dublin.

*Graduate (MBA is a plus)
*5+ years of total relevant work experience, with at least 1+ years in Digital Marketing,
*Digital Campaign management and/or Business Services field
*At least 2-3 years of managing managers / leading teams
*Strategic and critical thinking, deep problem solving and analytical skills
*Six Sigma Certification/ Statistics/Analytical background preferred
*Proven capability to devising and delivering customer service strategies
*Hands-on experience managing and building high-performing teams
*Ability to manage multiple stakeholders and multiple geographic teams
*Must be able to work on a flexible schedule, should not be easily deterred by extensive work hours/demanding schedules
*Flexible to travel internationally


*Manage a team of Campaign Specialists, Quality Analysts, Subject Matter Experts (SMEs), Team Leaders and Team Managers
*Engaging the team and ensuring a cohesive and collaborative work environment
*Take complete ownership and accountability for delivery of operational metrics including CSAT, SLAs and Capacity utilization for your teams
*Devise daily, weekly, monthly, quarterly strategies to meet client SLA targets
*Ensure high quality of delivery and performance from the entire team including Team Lead, QA, Trainers, SMEs and other Support Personnel
*Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines
*Ensure deep subject matter expertise (product knowledge)
*Hiring for new expansions/ attrition backfills
*Ensure bench strength and attrition are under control and do not impact operational excellence
*Work proactively with the Vendor Manager to deliver cohesive, coordinated and highly qualitative customer engagement experience

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