Service Delivery Manager

The Service Delivery Manager is responsible for ensuring high-quality consistent service delivery while driving measurable improvements in customer experience customer journeys and operational processes This role acts as the bridge between customers operations and internal stakeholders using insight data and collaboration to design and deliver services that are efficient scalable and customer centric

Responsibilities and Accountabilities Own and continuously improve end-to-end service delivery across services and channels Identify challenges gaps and moments that matter and lead initiatives to enhance customer satisfaction and outcomes Champion a customer-first mindset across teams and stakeholders Work with the Life Leadership team to ensure day-to-day service delivery performs to agreed service levels quality standards and customer expectations are met or exceeded Act as a liaison to fix root causes for service issues ensuring timely resolution and clear communication Monitor performance against KPIs SLAs complaints and customer metrics Create a culture of ownership and continuous improvement for service delivery creating the behaviors and required frameworks Lead continuous improvement initiatives to streamline processes reduce waste and improve efficiency Map review and redesign processes to better support customer journeys and business objectives Ensure processes are well documented understood and consistently applied Work closely with product operations technology and customer-facing teams to align service delivery with customer and business needs Transform customer and operational insights into clear requirements and improvement actions Build strong relationships with internal and external stakeholders to drive change and accountability Produce clear actionable reporting on service performance customer experience and improvement outcomes Use data to identify trends risks and opportunities for proactive improvement Support governance forums with insight recommendations and progress updates

SLAs

Academic Qualifications and

Experience:

Bachelor s degree in business administration, any other related field. 6-8 years experience.