We are seeking a dedicated and results-driven Service Delivery Manager to oversee the day-to-day delivery of our managed services
This critical role acts as the bridge between our clients and internal teams. You will be responsible for ensuring our services are properly staffed, delivered as agreed, and continuously improved, all while maintaining strong client relationships and strict operational discipline.
Your Role (Key Responsibilities)
* Client Management: Serve as the client's first point of contact for all issues, requests, or challenges, promptly addressing concerns to maintain high client satisfaction.
* Team Leadership: Directly manage a team and Team Leads, providing guidance, support, and issue escalation.
* Operational Excellence: Analyze staffing levels, manage the onboarding process for new talent, and perform quality assurance to ensure consistency and adherence to expectations.
* Performance Management: Handle personnel challenges, including training, evaluations, and disciplinary actions.
* Internal Coordination: Serve as the Randstad point of contact for billing, solutions, and employee management. Work closely with upper management to communicate project statuses, needs, and new growth opportunities.
* Administrative Oversight: Review and approve finalized payroll, ensuring timesheet accuracy, and compile billable/non-billable hours.
What We're Looking For (Qualifications)
* Minimum of 5 years' experience in an operations or project management role.
* Strong communication skills (both written and verbal) and excellent multitasking abilities.
* Ability to quickly learn and adapt to new client tools.
* Bachelor's degree in Business Management, Operations, or a related field