Strona główna

As a Service Delivery Manager, you will be responsible for managing a global team of Webmasters Analysts,
Subject Matter Experts (SMEs) and Team Leaders. We are looking for a person with strong understanding of
online & digital marketing. This person should have good understanding on working with targets, meeting/exceeding client expectations and building rapport skills - ability to communicate effectively
with senior management. In this role you will work closely with internal staffing clients - ability to communicate complex analytics in a structured and clear manner.

• Take complete ownership and accountability for delivery of operational metrics including CSAT, SLAs and Capacity utilization for your teams.
• Manage service delivery team and project budget in the cost-efficient manner.
• Devise daily, weekly, monthly, quarterly strategies to meet client SLA targets and expectations.
• Develop new ideas and strategies to maintain or improve on the quality-of-service delivery.
• Ensure high quality of delivery and performance by monitoring progress towards goals from the entire team including Team Lead, QA, Trainers, SMEs and other Support Teams.
• Engage the team and ensure a cohesive and collaborative work environment by motivating, inspiring and coaching overheads.
• Oversee project training and development initiatives to ensure that employees personal and organizational skills, knowledge and abilities are constantly enhanced.
• Ensure bench strength and attrition are under control and do not impact operational excellence.