Service Delivery Manager

WHAT YOU WILL DO:

The Global Service Delivery Manager will oversee all aspects of network operations, including client program planning, development, and evaluation. This role involves leading global meetings, assigning action items and ensuring smooth execution across regions. Success in this position will be measured through consistent delivery of financial, operational, and leadership objectives aligned with program goals.

KEY RESPONSIBILITIES:

Client & Account Management

• Collaborate effectively with clients to grow the account, exceed expectations, and deliver within the agreed scope of work.
• Drive account growth initiatives and ensure accurate, timely invoicing and query resolution to maintain financial health.
• Monitor revenue performance against targets and proactively address invoicing issues.

Operational Excellence

• Lead and facilitate periodic service reviews with all stakeholders, ensuring transparency and alignment.
• Analyse operational trends, forecast needs, and make strategic, data-driven business decisions.
• Maintain global operations and processes in alignment with required standards, ensuring consistency across regions.
• Oversee project implementation, identify areas for improvement, and recommend solutions to enhance operational efficiency.
• Ensure SLA compliance for ticket management and proactively manage aged stock to minimize operational risk.

Team Leadership

• Manage team communications, monitor employee performance, and drive achievement of business objectives.
• Conduct regular 1:1s and performance reviews, ensuring all team members have clear goals and documented progress.
• Oversee onboarding of new team members, ensuring a comprehensive introduction to business objectives, team structure, and role expectations.
• Ensure holiday and cover planning prevents service disruptions.
• Governance & Reporting
• Prepare documentation for global processes and policies, and propose enhancements where necessary.
• Provide accurate reporting on invoicing, ticket performance, and operational metrics using tools such as Tableau and Jira.
• Participate in monthly and quarterly business reviews (MBRs/QBRs) to assess progress, challenges, and strategic opportunities.