Service Delivery Manager - Sales Operations - Remote

Overview

The Service Delivery Manager (SDM) ensures smooth operations and successful service delivery for clients supported by our Virtual Assistants (VAs). This role is responsible for overseeing day-to-day operations, maintaining client satisfaction, driving performance management, and ensuring service excellence across assigned accounts. The SDM acts as the bridge between clients, VAs, and internal leadership, ensuring alignment with business goals.

In Short

• Oversee end-to-end delivery of VA services to clients
• Serve as the primary escalation point for client concerns
• Conduct regular client check-ins and service reviews
• Monitor daily team performance, attendance, and productivity
• Lead and coach Success Coaches to achieve operational targets
• Identify operational bottlenecks and recommend optimizations
• Provide regular operational reports and business reviews to leadership
• Analyze performance trends to anticipate risks
• Ensure compliance with company standards and policies
• Foster a culture of accountability and continuous improvement

Requirements

• Experience in service delivery or client management
• Strong leadership and coaching skills
• Ability to analyze performance metrics
• Excellent communication and interpersonal skills
• Proven track record in process improvement
• Familiarity with performance management tools
• Ability to work collaboratively with cross-functional teams
• Client-first mindset
• Experience in reporting and insights generation
• Strong problem-solving skills

Benefits

• Opportunity for professional growth and development
• Dynamic work environment
• Collaborative team culture
• Flexible working arrangements
• Competitive compensation
• Access to training and development resources
• Health and wellness programs
• Performance bonuses
• Regular team-building activities
• Supportive leadership