Service Delivery Specialist

The Service Delivery Specialist is a key member of the Business Operations team, responsible for ensuring our services are delivered to customers with the highest level of quality and satisfaction. This role involves close collaboration with our biggest customers, maintaining open communication channels, and ensuring a seamless customer experience. Additionally, this position includes a project management component to ensure services are delivered on time and that our team’s capacity aligns with the sales funnel.

1. Customer Communication & Relationship Management:
   • Act as the primary point of contact for our largest customers, fostering strong relationships and ensuring their needs are met.
   • Proactively communicate with customers to understand their requirements and expectations, ensuring consistent service delivery and customer satisfaction.
   • Address and resolve any service delivery issues promptly, escalating when necessary to maintain customer trust and confidence.
2. Service Delivery Management:
   • Oversee the end-to-end service delivery process, ensuring that all services are delivered according to customer expectations and contractual agreements.
   • Monitor and report on service delivery performance, identifying areas for improvement and implementing necessary changes to enhance the customer experience.
   • Collaborate with internal teams to align service delivery with the company’s strategic goals and customer needs.
3. Project Management:
   • Lead and coordinate small-scale projects to deliver services to customers, ensuring timelines, budgets, and quality standards are met.
   • Develop and maintain project plans, track progress, and manage project risks to ensure successful project outcomes.
   • Work closely with the sales team to anticipate upcoming demand based on the sales funnel and ensure capacity is available to meet customer needs.
4. Capacity Planning & Resource Management:
   • Analyze the sales funnel to forecast service demand and plan capacity accordingly.
   • Collaborate with cross-functional teams to optimize resource allocation and ensure the availability of skilled personnel to meet customer requirements.
   • Assist in developing strategies to improve efficiency and scalability of service delivery operations.

• Proven experience in a service delivery, customer success, or business operations role, preferably within a B2B environment.
• Strong project management skills, with experience in leading small-scale projects from initiation to completion.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with key customers and internal stakeholders.
• Analytical mindset with experience in capacity planning and resource management.
• Ability to work independently, manage multiple tasks, and adapt to a fast-paced, dynamic work environment.
• Proficiency in using project management and CRM tools.

Opportunity to work with a dynamic and innovative team committed to customer excellence.
Be part of a growing company with opportunities for career development and advancement.
Competitive salary and benefits package.
Flexible working environment with options for remote work.

If you are passionate about customer service, thrive in a collaborative environment, and have a knack for project management, we want to hear from you! Join us in delivering exceptional service and making a difference in the lives of our customers!