THE ROLE

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.