Job summary
The Service Delivery Manager (SDM) is responsible for the quality and efficiency of service delivery to clients. They play a central role in managing deployment projects, coordinating internal teams, and ensuring high levels of customer satisfaction. They ensure compliance with contractual commitments (SLAs) and identify continuous improvement opportunities to deliver an optimal client experience. In addition, the SDM may also be involved in support activities, handling critical or strategic incidents.
Key responsibilities
- Project management and implementation
- Oversee client onboarding, configuration, and deployment of solutions.
- Coordinate with product, support, and R&D teams to ensure efficient and timely implementation.
- Client relationship and satisfaction
- Maintain proactive communication with clients to anticipate and resolve issues.
- Monitor client satisfaction and initiate corrective actions when needed.
- Service delivery optimisation
- Identify inefficiencies in the delivery lifecycle and propose improvements.
- Document and standardise processes to improve operational efficiency.
- Training and support team enablement
- Train support teams on delivery processes and client expectations.
- Manage escalations for complex or strategic client issues.
- Continuous improvement & product feedback
- Collect client feedback and collaborate with product teams to integrate improvements.
- Participate in service review meetings to identify optimisation opportunities.
- Accounting & domain expertise
- Strong understanding of accounting principles, factoring, and credit insurance products.
- User support
- Respond to client requests and resolve technical or functional issues via multiple channels (email, phone)
- Log, track, and manage tickets using tools such as Salesforce
- Escalate complex issues to technical or product teams and ensure resolution follow-up
Required skills
- Proven experience in project management and client service coordination, ideally in a SaaS environment
- Strong communication and interpersonal skills
- Solid understanding of SLAs and technical support processes
- Analytical mindset with strong problem-solving abilities
- Leadership skills and ability to train/support teams
- Proficiency with project management and SaaS tools
Key performance indicators (KPIs)
- Customer satisfaction rate (CSAT)
- Delivery efficiency (implementation timelines and number of escalations)
- Integration of client feedback into product improvements
- Average time to resolution (TTR)
- Number of tickets resolved within period
- Quality of interactions (internal and external feedback)
- Support quality metrics:
- Phone: Answer rate (>90%), abandonment rate, average handling time, first-call resolution (>75%)
- Email: response within 24 hours, average resolution time
- Overall: first-contact resolution rate (>75%)