Service Delivery Manager

Join Scale Virtually as a Service Delivery Manager: Elevate Client Success!

Are you a seasoned operations leader with a passion for driving client success and building high-performing teams? Scale Virtually is seeking a dynamic Service Delivery Manager (SDM) to champion exceptional service delivery for our valued clients. In this pivotal role, you will be the linchpin between our clients, talented Virtual Assistants (VAs), and internal leadership, ensuring seamless operations and alignment with business objectives.

What You’ll Do: Your Key Responsibilities

As a Service Delivery Manager, you will:

• Orchestrate Exceptional Service: Oversee the end-to-end delivery of VA services, meticulously ensuring adherence to Service Level Agreements (SLAs) and delivering consistently high-quality outcomes that exceed client expectations.
• Champion Client Relationships: Serve as the primary point of contact for client inquiries and escalations, resolving issues with speed, professionalism, and a client-centric approach. Conduct regular check-ins and service reviews to foster strong relationships and ensure enduring satisfaction.
• Optimize Operational Performance: Proactively monitor daily team performance, attendance, and productivity, ensuring smooth service execution. Leverage performance dashboards and track vital metrics like Client Retention, VA Retention, and Monthly Value Added (MVA) to drive continuous improvement.
• Empower Team Growth: Lead, mentor, and coach Success Coaches to achieve operational targets and facilitate their professional development. Conduct regular performance reviews, provide constructive feedback, and implement targeted coaching interventions.
• Drive Process Innovation: Identify operational bottlenecks and proactively recommend process optimizations. Develop Standard Operating Procedures (SOPs), best practices, and comprehensive documentation to ensure consistent and efficient service delivery.
• Collaborate for Excellence: Partner with cross-functional teams (Training, Quality Assurance, HR) to drive efficiency gains and enhance service excellence across the board.
• Deliver Actionable Insights: Provide regular operational reports and insightful business reviews to leadership, highlighting key performance trends, anticipating potential risks, and proposing proactive solutions.

What You’ll Bring: Your Essential Skills & Experience

To excel in this role, you should possess:

• 5+ years of proven experience in Operations, Service Delivery, or Client Success within the BPO/Outsourcing/VA industry.
• A strong track record of successfully managing client accounts and leading operational teams (Team Leaders, Supervisors, or frontline staff).
• A deep understanding of key performance metrics, including SLAs, Customer Satisfaction (CSAT), retention rates, utilization, and efficiency metrics.
• Exceptional communication, negotiation, and client relationship management skills, with the ability to build rapport and foster lasting partnerships.
• Demonstrated ability to effectively manage escalations, resolve conflicts, and navigate challenging situations with grace and professionalism.
• Experience in process improvement methodologies, SOP creation, and operational excellence initiatives.
• Tech-savviness and proficiency in CRM and productivity platforms (e.g., HubSpot, Kixie, Slack, Asana).
• Flexibility, adaptability, and the ability to thrive in a fast-paced, remote-first environment.
• Exceptional leadership skills with the ability to coach, inspire, and drive accountability across distributed teams.

Measuring Success: Key Performance Indicators

Your success will be measured by:

• Client Retention Rate: Maintaining and improving client satisfaction and renewal rates.
• VA Retention Rate: Ensuring high employee engagement and reducing turnover.
• Financial Profitability: Delivering services within cost parameters while maximizing margins.
• Revenue Growth: Supporting account expansion and upsell opportunities through excellent service delivery.
• CSAT/NPS Scores: Achieving strong client satisfaction and advocacy metrics.

Why Scale Virtually?

Scale Virtually is a premier innovative process solutions provider dedicated to providing tailored solutions that align with your business’s unique growth and success needs. We offer:

• Competitive salary: $60,000 – $70,000 (Negotiable)
• Paid Time Off (PTO)
• Health Insurance (HMO)

Our vision is to be the go-to business solutions provider for entrepreneurs, enabling them to rapidly scale their businesses beyond their wildest dreams. Join us and be a part of something truly special!