Senior Specialist / Service Delivery Manager

About the role

The Senior Specialist / Service Delivery Manager leads end‑to‑end service delivery for assigned customers, ensuring that service level agreements and key performance indicators are consistently met. Acting as the operational owner and senior escalation point, the role collaborates with Operations, Sales, and Product & Technology teams to turn insights into sustainable improvements.

Key responsibilities

• Own overall service delivery performance across customers, workflows, queues, and regions.
• Maintain operational readiness for volume changes, process updates, system modifications, and new launches.
• Serve as senior escalation point for complex or high‑impact issues, driving timely resolution.
• Monitor SLAs, KPIs, and service metrics; identify trends, risks, and root causes and implement corrective actions.
• Prepare and present performance reports, diagnostics, and insights to internal and external stakeholders.
• Support demand, capacity, and workforce planning through data‑driven analysis.
• Build strong relationships with stakeholders, lead service review meetings, and contribute to RFP responses and client onboarding.
• Drive continuous‑improvement initiatives, lead change management activities, and act as subject‑matter expert on products and services.
• Coach and mentor junior team members, provide quality feedback, and champion service excellence.

Required profile

• 3–5+ years of experience in service delivery, operations, or customer support environments.
• Proven track record managing service KPIs, SLAs, escalations, and operational performance.
• Ability to translate data and insights into actionable execution plans.
• Experience presenting performance results and leading governance forums.
• Degree preferred, or equivalent experience depending on geography.
• Familiarity with workforce‑management principles.

Required skills

What we offer

• Opportunity to lead service delivery for a diverse customer portfolio.
• Collaborative environment with cross‑functional teams.
• Professional growth through coaching and continuous‑improvement projects.