Role Overview
The Service Delivery Manager (SDM) ensures smooth operations and successful service delivery for clients supported by our Virtual Assistants (VAs). This role is responsible for overseeing day-to-day operations, maintaining client satisfaction, driving performance management, and ensuring service excellence across assigned accounts. The SDM acts as the bridge between clients, VAs, and internal leadership, ensuring alignment with business goals.
Key Responsibilities
- Service Delivery & Client Management
- Oversee end-to-end delivery of VA services to clients, ensuring SLA adherence and high-quality outcomes.
- Serve as the primary escalation point for client concerns, resolving issues with urgency and professionalism.
- Conduct regular client check-ins and service reviews to maintain satisfaction and retention.
- Operational Oversight
- Monitor daily team performance, attendance, and productivity to ensure smooth service execution.
- Implement performance dashboards and track key metrics (e.g., Client Retention, Seat Retention, MVA, etc).
- Team Management & Development
- Lead and coach Success Coaches to achieve operational targets and professional growth.
- Conduct regular performance reviews, feedback sessions, and coaching interventions.
- Foster a culture of accountability, continuous improvement, and a client-first mindset.
- Process Improvement
- Identify operational bottlenecks and recommend process optimizations.
- Develop SOPs, best practices, and documentation to ensure consistent service delivery.
- Partner with cross-functional teams (Training, Quality, HR) to drive efficiency and service excellence.
- Reporting & Insights
- Provide regular operational reports and business reviews to leadership.
- Analyze performance trends to anticipate risks and propose proactive solutions.
- Ensure compliance with company standards, policies, and client requirements.
Requirements
Key Requirements / Qualifications
- 5+ years of experience in Operations, Service Delivery, or Client Success in the BPO/Outsourcing/VA industry.
- Proven experience managing client accounts and operational teams (Team Leaders, Supervisors, or frontline staff).
- Strong knowledge of performance metrics (SLA, CSAT, retention, utilization, efficiency).
- Excellent communication, negotiation, and client relationship management skills.
- Demonstrated ability to manage escalations and resolve conflicts effectively.
- Experience in process improvement, SOP creation, and operational excellence initiatives.
- Tech-savvy and proficient in CRM and productivity platforms (e.g., HubSpot, Kixie, Slack, Asana).
- Flexible, adaptable, and able to thrive in a fast-paced, remote-first environment.
- Strong leadership skills with the ability to coach, inspire, and drive accountability across distributed teams.
Key Performance Indicators (KPIs) / Success Metrics
- Client Retention Rate – Maintain and improve client satisfaction and renewal rates.
- VA Retention Rate – Ensure high employee engagement and reduce turnover.
- Financial Profitability – Deliver services within cost parameters while maximizing margins.
- Revenue Growth – Support account expansion and upsell opportunities through excellent service delivery.
- CSAT / NPS Scores – Achieve strong client satisfaction and advocacy metrics.
Benefits
- 60,000 - 70,000 (Negotiable)
- PTO
- HMO
About the company
Scale Virtually is a premier innovative process solutions provider that focuses on providing you with tailored solutions specifically aligned to your business’ needs for growth and success.
The Scale Virtually CORE team has grown numerous businesses by working with a stellar pool of international talent and we want to share these benefits with visionaries – like you!
We know the pains that come with bringing an entrepreneurial idea into life and the struggle that comes with leading a business to achieve maximum potential. Our collective experience, topped with the Scale Virtually solutions and processes, allows us to offer you a full-service package that will help you achieve maximum potential for your business.
Our vision is for Scale Virtually to be the go-to business solutions provider for entrepreneurs to rapidly scale their businesses beyond what they had imagined possible.
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