Position: Service Delivery Manager

Application Deadline: November 20, 2024

About Us:

At AnchorzUp, we empower businesses to grow cost-effectively through quality staff outsourcing and digital solutions. We value meaningful relationships with our partners and are committed to going the extra mile to meet and exceed client expectations. Our integrity is the foundation for ethical and professional treatment of all our employees, ensuring a dynamic and friendly working environment where work-life balance is not just an aspiration but a priority.

About the Position

We are seeking a proactive and customer-focused Service Delivery Manager to oversee the efficient delivery of services to our clients, ensuring the highest level of satisfaction and operational excellence. The ideal candidate will have experience managing client relationships, managing projects, coordinating cross-functional teams, and optimizing processes to meet both client expectations and internal goals. The Service Delivery Manager will play a critical role in maintaining and enhancing our reputation for excellence in service.

Responsibilities:

• Oversee the delivery of high-quality services, ensuring compliance with established service-level agreements (SLAs) and monitoring key performance indicators (KPIs).
• Implement continuous improvement initiatives to optimize processes and increase operational efficiency.
• Collaborate with cross-functional teams, including operations, technical, and client support, to ensure seamless service delivery.
• Act as the primary point of contact for clients, addressing inquiries, resolving issues, and fostering positive relationships.
• Regularly communicate with clients to assess satisfaction and gather feedback for continuous service improvement.
• Conduct regular team meetings to align on goals and ensure effective resource allocation.
• Supervise and mentor team members, promoting a culture of accountability and client-centered service.
• Identify, track, and resolve service-related issues, proactively mitigating risks to minimize disruptions.
• Develop risk management strategies to prevent potential delivery issues and escalate complex issues to senior management as necessary.
• Prepare reports on service performance, client feedback, and improvement initiatives for management review.
• Maintain accurate documentation of client interactions, service agreements, and performance metrics while analyzing data to identify trends and areas for improvement.
• Foster strong client partnerships, ensuring alignment between client needs and service delivery.

Qualifications:

• Bachelor’s degree in Business Administration, Economics, Management, or a related field.
• Proven experience (typically 5+ years) in service delivery, project management, operations, or client-facing roles.
• Strong understanding of service-level agreements (SLAs) and performance metrics.
• Excellent interpersonal, communication, and organizational skills.
• Problem-solving aptitude with a client-centered approach.
• Proficiency with project management software is preferred.
• Knowledge of CRM tools like Salesforce, Hubspot is preferred.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• A self-motivated individual eager to learn and contribute to the team’s success.

Apply for this position via button “Apliko Këtu”. Applications close on November 20, 2024.

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