Deskripsi Pekerjaan
Are you an experienced leader ready to drive excellence in client service? Scalable OS is looking for a dedicated and strategic Service Delivery Manager to join our growing team. In this pivotal role, you will be the linchpin between our operational teams and our valued clients, ensuring that every project is delivered on time, within budget, and exceeds expectations.
We offer a dynamic work environment that values flexibility. This position includes Work From Home (WFH) options and accommodates night shift schedules, allowing you to maintain a healthy work-life balance while leading from the front. If you are passionate about operational efficiency, team leadership, and solving complex client challenges, we want you to help us scale our impact.
Tanggung Jawab
- Lead and oversee the end-to-end lifecycle of client projects, from initiation to successful closure.
- Manage resource planning and budget allocation to ensure optimal utilization of team capabilities.
- Coordinate cross-functional teams to ensure seamless communication and collaboration.
- Monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to guarantee client satisfaction.
- Identify process improvement opportunities and implement strategies to enhance service delivery efficiency.
- Act as the primary point of contact for key stakeholders, providing regular updates and strategic insights.
- Recruit, train, and mentor team members to foster a high-performance culture.
Kualifikasi
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- Minimum of 3-5 years of experience in service delivery management, operations, or project management within a BPO/Call Centre environment.
- Proven track record of leading teams and managing client relationships.
- Strong organizational skills with the ability to prioritize tasks in a fast-paced, night-shift environment.
- Proficiency in project management tools (e.g., Jira, Asana, Trello) and Microsoft Office Suite.
- Excellent verbal and written communication skills in English.
- Ability to work flexible hours, including night shifts, as required.