Job Description

Date posted: November 15, 2022

Job Description:

We are looking for a dedicated Service Delivery Associate Director to be responsible for maintaining strong client/customer relationships and improving our services to maintain customer satisfaction. The service delivery associate director may perform administrative tasks, such as managing team performance and checking the quality of output. The main task, however, include managing projects, fixing reliability issues, managing third party clients, tracking service metrics, managing budgets, and leading the service delivery team.

To be a successful service delivery associate director, you should demonstrate strong leadership and teamworking skills. You should also demonstrate excellent communication and computer skills.

  • Manage Third Party clients and maintaining positive relationships with clients.
  • Identifying client needs and overseeing service delivery within the business context.
  • Build solid relationship with the client and other stakeholders through strong communication and regular meetings
  • Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
  • Managing finances and budgets.
  • Determining ways to reduce costs without sacrificing customer satisfaction.
  • Assessing customer feedback and provide creative solutions to establish, improve, and refine services.
  • Building partnerships and liaising with leadership to determine the company's services, delivery criteria, and solutions for issues that may arise.
  • To produce accurate and relevant information to ensure monthly reporting is completed within contractual timescales
  • Ensure that all aspects of service outputs are delivered to comply with the Operating Contract, Statutory legislation, and good working practice
  • Quality and performance management of all services including monthly performance reporting, both internally and externally, and maintenance of the site document registry.
  • Production of Annual Plans and documentation in line with the contractual requirements.
  • Resourcing and managing project works including, but not limited to, equipment upgrades and building and monitoring and evaluation of asset replacements.
  • Other tasks maybe assigned as deemed necessary.

Qualifications:

  • Bachelor's Degree in any field
  • 6-8 years of experience in managing third party clients/various accounts in a BPO setting
  • Excellent communication skills with the mental agility to ‘think on feet’ and provide convincing practical solutions
  • Good computer skills and the ability to use business support software.


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