Job Summary:
We are seeking a highly motivated and experienced Service Delivery Manager to join our team. The successful candidate will be responsible for ensuring the quality of our services and maintaining strong relationships with our international customers. The Service Delivery Manager will act as a dedicated point of contact for customers, communicating with them in their time zones and coordinating with internal teams to ensure that their needs are met.
Key Responsibilities:
- Serve as the primary point of contact for international customers, managing all aspects of the customer relationship.
- Communicate with customers in their time zones, ensuring that their needs are met in a timely and effective manner.
- Work closely with internal teams to ensure the quality of our services, including monitoring key performance indicators and identifying areas for improvement.
- Develop and maintain strong relationships with customers, ensuring their satisfaction with our products and services.
- Coordinate with internal teams to resolve customer issues and ensure that all customer requests are addressed.
- Provide regular updates to customers on the status of their requests, and work with internal teams to ensure that they receive timely and accurate information.
- Collaborate with other departments, including sales and marketing, to identify opportunities for upselling and cross-selling our products and services.
- Develop and maintain knowledge of industry trends and best practices, and apply this knowledge to continuously improve our service delivery processes.
Requirements:
- Bachelor’s degree in business administration, marketing, or a related field; Master’s degree preferred.
- 3+ years of experience in service delivery management or a related field, with a proven track record of success.
- Excellent communication and interpersonal skills, with the ability to work effectively across cultures and languages.
- Strong customer service orientation, with a focus on meeting customer needs and exceeding their expectations.
- Highly organized and detail-oriented, with a proven ability to manage multiple projects simultaneously.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Familiarity with international business practices and cultural norms.
- Proficiency in additional languages a plus.
- Willingness to work flexible hours to accommodate customers in different time zones
- Fluent in English, with proficiency in additional languages a plus.