Service Delivery Manager

2 days ago

Islamabad, Islamabad, Pakistan beBeeQuality Full time
Job Title:Service Delivery Manager

About the Role:Our company is seeking an experienced Service Delivery Manager to lead our customer solutions team. The ideal candidate will have a proven track record of delivering exceptional customer service and managing high-performing teams.

Key Responsibilities:
  • Manage a team of Customer Solutions Specialists across multiple segments (SMB and Mid-Market) and support channels (Phone, Chat, and Email).
  • Maintain accurate team coverage documentation aligned with individual working hours.
  • Monitor team efficiency using KPI and Intercom reports, ensuring response times under 2 hours and resolution times within 8 hours.
  • Ensure high customer satisfaction, with individual CSAT scores consistently averaging 90% or higher.
  • Regularly review team member scorecards and partner with the Customer Experience Supervisor to identify performance trends and improvement opportunities.
  • Assess individual performance, providing coaching, development support, and corrective action when necessary.
  • Roll out new processes to the team and ensure consistent adoption and compliance.
  • Escalate customer issues promptly to the appropriate teams, ensuring timely follow-up and accountability.
  • Prepare and deliver weekly performance summaries and productivity insights to senior leadership.
  • Facilitate weekly team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.
  • Participate in monthly Team Pakistan meetings to support cross-team alignment and collaboration.
  • Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.
  • Complete Quarterly and Annual Performance assessments for all team members
  • Identify process documentation gaps and draft processes in Confluence for the Senior Manager of Customer Success to review and publish

Requirements:
  • 2 or more years in a management/leadership role with 4+ direct reports
  • Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team
  • Demonstrated ability to create and maintain a positive and professional work environment
  • Very strong verbal and written communication skills in English
  • Customer oriented, personable and able to adapt to different types of customer needs
  • Very strong attention to detail
  • Excellent problem-solving and critical thinking skills
  • Excellent organizational and time management skills
  • Proven ability to meet deadlines and thrive in a fast-paced environment
  • Experience in using AI to work efficiently
  • Experience working with CRM & service ticketing software is a plus
  • Strong technical aptitude and experience with B2B support

What We Offer:
  • Competitive salary package based on experience
  • Comprehensive Group Health and Life Insurance
  • Gratuity
  • EOBI
  • Transport facility (If place of residency is within a 20-kilometer radius of company's address)
  • Paid time off (Annual, Sick, Casual, Bereavement, Parental)
  • Quarterly fun event
  • Staff recognition programs
  • Staff training programs
  • Career progression. We have a long-standing history of promotion from within

Company Culture:We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.

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