Full-Time Service Delivery Manager
Scale Virtually is hiring a remote Full-Time Service Delivery Manager. The career level for this job opening is Manager and is accepting Philippines based applicants remotely. Read complete job description before applying.
Scale Virtually
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Role Overview: The Service Delivery Manager (SDM) ensures smooth operations and successful service delivery for clients supported by our Virtual Assistants (VAs). This role oversees day-to-day operations, client satisfaction, performance management, and service excellence across assigned accounts. The SDM bridges clients, VAs, and internal leadership, aligning with business goals.
Key Responsibilities:
- Service Delivery & Client Management: Oversee end-to-end delivery of VA services, ensuring SLA adherence and high-quality outcomes. Serve as the primary escalation point, resolving issues with urgency and professionalism. Conduct regular client check-ins and service reviews.
- Operational Oversight: Monitor daily team performance, attendance, and productivity. Implement performance dashboards and track key metrics.
- Team Management & Development: Lead and coach Success Coaches. Conduct performance reviews and feedback sessions. Foster a culture of accountability and continuous improvement.
- Process Improvement: Identify operational bottlenecks and recommend optimizations. Develop SOPs and documentation. Partner with cross-functional teams to drive efficiency.
- Reporting & Insights: Provide regular operational reports and business reviews. Analyze performance trends and propose proactive solutions. Ensure compliance with company standards.
Requirements:
- 5+ years in Operations, Service Delivery, or Client Success in the BPO/Outsourcing/VA industry.
- Experience managing client accounts and operational teams.
- Strong knowledge of performance metrics (SLA, CSAT, retention, utilization, efficiency).
- Excellent communication, negotiation, and client relationship management skills.
- Experience in process improvement and SOP creation.
- Tech-savvy and proficient in CRM and productivity platforms.
- Flexible, adaptable, and able to thrive in a fast-paced, remote-first environment.
- Strong leadership skills.
Key Performance Indicators (KPIs):
- Client Retention Rate
- VA Retention Rate
- Financial Profitability
- Revenue Growth
- CSAT / NPS Scores