Description

Manage service delivery operations and lead a team of specialists to ensure client satisfaction and operational excellence.

Responsibilities

• Coordinate with service delivery specialists to drive team performance.
• Provide coaching, mentorship, and training to team members.
• Maintain client relationships specifically within IT staff augmentation services.
• Oversee timely resolution of client issues and concerns.
• Monitor and enforce SLAs regarding customer support response and resolution times.

Required Skills

• 5+ years of professional experience.
• Bachelor's degree in IT, Project Management, or a related field.
• Experience managing service delivery specialists.
• Strong communication skills.
• Analytical mindset for metric tracking and KPI analysis.
• Proven ability to work effectively within a team.
• Experience enforcing SLAs and managing customer support metrics.

Preferred Skills

• Experience establishing and tracking KPIs to identify improvement areas and implement corrective actions.

Key Skills

Education

Bachelor's degree in IT, Project Management