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Service Delivery Lead (Google)

Ghana/Rwanda
Full time On-site working

Job description

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.

Job overview

Date posted:

25/01/2024

Location:

Ghana/ Rwanda

Job title:

Service Delivery Lead (Google)

Duration:

Permanent

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