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About the Role : The Service Delivery Manager is a critical role responsible for ensuring the seamless and efficient delivery of services to our clients. You will lead a team of service delivery professionals, overseeing all aspects of the service lifecycle, from onboarding to ongoing support and account management. Responsibilities Develop and implement effective service delivery processes that incorporate project billing tasks, ensuring efficient project execution, accurate billing, and client satisfaction. Manage client relationships , proactively identifying and resolving client issues arising from sales teams in the SplatAm and Brazil markets. This includes understanding client needs, exceeding expectations, and fostering long-term partnerships. Monitor and track service delivery performance metrics , including service level agreements (SLAs) and project profitability. Analyze data to identify improvement opportunities and implement strategies to enhance client satisfaction and project efficiency. Collaborate with other departments , such as sales, operations, and product development, to ensure alignment across the organization and achieve optimal client success. Establish a clear performance framework and team motivation to ensure successful client interactions through QBRs/MBRs and other engagement activities. Project billing tasks – ensuring accurate cost tracking, forecasting, timely invoicing, and adherence to client budgets. Implement risk management strategies to proactively identify and mitigate potential risks associated with service delivery projects, including developing contingency plans and taking corrective actions. Qualifications Bachelor's degree in business administration, marketing, sales, information technology, or a related field (preferred). Proven track record of leading and motivating high‑performing teams. Strong understanding of service delivery processes and best practices. Excellent communication, interpersonal, and problem‑solving skills. Proficient in project management methodologies. Strategic thinking essential for building strong client relationships and achieving positive business outcomes. Proven ability to adapt to changing priorities and market conditions while maintaining focus on achieving sales goals. Strong problem‑solving skills with a demonstrated ability to prioritize tasks and resources effectively in a dynamic environment. Skills required Leadership and customer support expertise: proven experience leading customer support teams utilizing Google Ads or similar marketing tools; ability to lead large teams of 40+ members. Multilingual communication: excellent written and verbal communication in English and Spanish (Portuguese desirable). Communication, teamwork, and coaching: excellent interpersonal and presentation skills for clear and concise communication with clients and international teams; team player with a positive attitude, experienced in motivating and resolving team challenges; coaching and development skills to empower team growth and success. Problem‑solving and adaptability: attention to detail and critical thinking for effective decision making; flexibility and proactivity to navigate challenges and adapt to changing priorities. Tech savvy: proficient in Google Workspace (Docs, Sheets, Slides, etc.). Hybrid work: office 3 times a week. #J-18808-Ljbffr
