Service Delivery Lead?/Google

Reporting to the Remote Operations Manager, the Service Delivery Lead (SDL) is accountable for the successful delivery of the assigned account (Google). They will proactively drive a team to enhance operational efficiency and contribute to overall growth opportunities.

A proactive, solution-oriented individual with strong management, reporting, and commercial awareness skills is essential for... this position. The SDL must demonstrate a high level of focus, analytical ability, and effective communication skills to ensure client satisfaction and business success.

RESPONSIBILITIES INCLUDE (BUT ARE NOT LIMITED TO):
? Serve as the primary point of contact within the assigned account, ensuring overall account success.
? Monitor and evaluate account performance, including SLA measures, and deliver reports within agreed timelines.
? Lead a dedicated team to enhance service delivery metrics and insights.
? Manage onboarding activities and ensure optimal workforce elasticity.
? Address underperformance issues promptly and prioritize actions for improvement.
? Present account performance information through regular reviews.
? Foster open and trusting relationships with clients to understand their needs and address any issues collaboratively.
? Identify new opportunities for account growth through data analysis and customer feedback.
? Maintain relationships with key stakeholders, both internally and externally.
? Align engagement strategies with account growth objectives.
? Update clients on service performance and satisfaction during implementation.
? Document processes and communicate changes effectively across the organization.
? Ensure compliance with security and data privacy policies and procedures.

KEY SKILLS & EXPERIENCE
? Previous experience in operational delivery roles with client management exposure.
? Strong leadership skills with a focus on client satisfaction.
? Proven track record in account development and relationship building.
? Self-motivated team player with excellent interpersonal skills.
? Willingness to lead a small, flexible team in a dynamic environment.
? Flexibility in working hours to support client needs.
? Ability to work well under pressure and prioritize tasks effectively.
? Tenacious problem solver with a hands-on approach to challenges.
Job overview

Date posted:

Date posted: 25/01/2024
Location:

Job title:

Job title:

Service Delivery Lead (Google)
Duration:

Duration:
Permanent
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