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Service Delivery Lead (Google)

Full time On-site working

Job description


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.


  • 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.


  • 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:



Ghana/ Rwanda

Job title:

Service Delivery Lead (Google)




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