At the forefront of our organization, we are seeking an accomplished Service Delivery Strategist to spearhead the daily delivery of managed services. This pivotal role acts as a conduit between our clients and internal teams.
This critical position ensures seamless staff deployment, timely service delivery, and ongoing improvement while fostering robust client relationships and adhering to operational standards.
Your Role (Key Responsibilities)
* Client Liaison: Serve as the primary point of contact for all issues, requests, or concerns, promptly addressing matters to maintain exceptional client satisfaction.
* Talent Leadership: Directly oversee a team and Team Leads, providing guidance, support, and issue escalation.
* Operational Optimization: Analyze staffing levels, manage the onboarding process for new talent, and perform quality assurance to ensure consistency and adherence to expectations.
* Performance Enhancement: Handle personnel challenges, including training, evaluations, and disciplinary actions.
* Internal Coordination: Serve as the point of contact for billing, solutions, and employee management. Collaborate closely with upper management to communicate project statuses, needs, and opportunities.
* Administrative Oversight: Review and approve finalized payroll, ensuring timesheet accuracy, and compile billable/non-billable hours.
What We're Looking For (Qualifications)
* A minimum of 5 years' experience in operations or project management roles.
* Strong communication skills (written and verbal) and excellent multitasking abilities.
* The capacity to rapidly learn and adapt to new client tools.
* A Bachelor's degree in Business Management, Operations, or a related field.