Service Delivery Manager

Responsibilities:

• Manage client website implementations, updates, and testing to ensure quality and resolve issues.
• Collaborate with product and development teams to meet client deliverables and configure systems for annual changes.
• Train clients on system features and execute non-automated service processes as required.

Client Support:

• Respond to client inquiries with research-based solutions and maintain ownership of tickets through resolution.
• Lead client meetings and provide clear, professional communication throughout the issue resolution process.
• Support sales activities and lead special projects to enhance service delivery.

Team and Process:

• Drive continuous process improvements by understanding internal systems and workflows.
• Coach and mentor team members, sharing best practices and customer insights.
• Develop and implement fulfillment procedures to optimize operational efficiency.