Responsibilities:

Service Delivery Oversight

Lead the day-to-day delivery of services for assigned client accounts.

Ensure service levels are met and delivery meets agreed quality standards.

Coordinate across internal functions (such as operations, quality assurance, training, and technology) to resolve issues and implement delivery improvements.

Client Relationship Management

Maintain and grow strong, trust-based relationships with client stakeholders at the C-Suite level. 

Act as the primary point of contact for assigned accounts.

Collaborate with client stakeholders on evolving needs and contribute to account growth and renewal strategies.

Team Leadership & Culture

Lead, coach, and support delivery teams to maintain a high-performance culture.

Foster a collaborative, feedback-driven, and results-oriented team environment.

Performance & Escalation Management

Monitor service delivery performance metrics (including SLAs and KPIs), identifying and addressing any performance gaps proactively.

Manage client expectations and respond to escalations professionally and promptly.

Reporting & Data Insight

Report on account health, delivery performance, and associated risks.

Analyze delivery data and identify opportunities to increase efficiency, reduce waste, and improve client outcomes.

Continuous Improvement

Identify and implement continuous improvement initiatives to streamline workflows, enhance service quality, and drive operational excellence.

Stakeholder Management 

Build and maintain strong, trust-based relationships with both internal and external stakeholders by serving as the primary point of contact for assigned client accounts.

Collaborate cross-functionally with internal teams (e.g., operations, QA, training, tech) to align on delivery priorities, represent client needs, and ensure timely issue resolution.

Influence internal stakeholders and support team development while managing client expectations, facilitating strategic conversations, and driving long-term value through effective relationship stewardship.

Competencies Requirements

Client Relationship & Influence – Shapes strategic delivery conversations and influences senior client stakeholders

Service Delivery Execution – Oversees end-to-end service delivery with clarity, structure, and high accountability

SLA Management & Team Performance – Drives performance using data and ensures consistent delivery against service standards

Team Leadership & Coaching – Builds leadership depth and fosters a resilient, accountable delivery culture

Continuous Improvement – Champions scalable innovation and embeds a culture of learning

Risk & Issue Management – Anticipates and resolves complex risks through structured, proactive management

Cross-functional Collaboration – Ensures strong integration across teams and removes organizational blockers

Business & Commercial Acumen – Connects delivery execution to business value and supports strategic account decisions

Autonomy & Accountability – Leads independently with full delivery ownership; ensures accountability across the team

Effective Communication – Communicates with impact and intention, especially in high-stakes delivery scenarios

Requirements

Bachelor's degree in Project Management, Business Administration, or technological field such as Engineering, Computer Science.

Minimum 5 years of experience in service delivery management, project management or client success, including leading teams and large client accounts

Proven track record of managing delivery across complex or multi-stakeholder environments

Leadership and coaching experience, especially across distributed or cross-functional teams

Solid knowledge of standard data analysis tools e.g. Google Sheets, Looker Studio, Tableau.