Manager, Service Delivery

Manager, Service Delivery

Build a high-performing operation. Lead with accountability. Create a service model that works.

We are seeking an experienced Service Delivery Leader to lead a critical operational team supporting a high-volume, detail-intensive service environment.

This is a leadership role for someone who understands that strong operations are not created by working harder when problems arise. They are created through clear accountability, disciplined execution, effective governance, capable people, reliable processes, strong quality controls, and proactive management of risk and capacity.

The successful candidate will be responsible not only for day-to-day delivery, but for building and maintaining an operation that is predictable, controlled, efficient and continuously improving.

This is an opportunity for a leader who enjoys bringing structure to complexity, developing people, solving systemic problems, and creating an environment where teams can perform consistently without relying on constant external intervention or individual heroics.

What You'll Do

Lead the Operation

• Take accountability for the overall performance and effectiveness of the operation.
• Establish clear priorities, expectations, ownership and accountability across the team.
• Ensure work is appropriately planned, allocated, monitored and completed.
• Build an operating environment where issues are identified and addressed early rather than becoming crises.
• Balance immediate delivery requirements with the longer-term health and sustainability of the operation.

Build Operational Discipline

• Establish and maintain effective operating rhythms, performance routines and management controls.
• Monitor workload, demand, capacity, productivity, quality, service levels and backlog.
• Use data and operational insight to identify emerging risks and determine when intervention is required.
• Ensure processes are consistently followed, documented and improved.
• Challenge ineffective practices, workarounds and recurring problems rather than allowing them to become accepted ways of working.

Own Quality and Risk

• Create a strong culture of quality, accuracy and accountability.
• Ensure quality issues are identified, analyzed and addressed at their root.
• Establish appropriate controls for work performed in an environment where requirements and guidance may change.
• Ensure risks, issues and dependencies are surfaced early, appropriately escalated and actively managed.
• Lead corrective actions and ensure lessons learned translate into sustainable changes.

Lead and Develop People

• Set clear expectations and hold people accountable for meeting them.
• Develop employees at different levels of experience and capability, up to the Assistant Manager level.
• Build leadership capability within the team rather than becoming the solution to every problem.
• Address performance issues promptly, fairly and consistently.
• Recognize strong performance while maintaining high standards.
• Create an environment where people understand not only what they are expected to deliver, but why it matters.

Lead Stakeholder Relationships

• Serve as a trusted operational partner to client and internal stakeholders.
• Communicate performance, risks, capacity constraints and emerging issues clearly and proactively.
• Set realistic expectations based on operational evidence and available capacity.
• Build confidence through transparency, consistency and follow-through.
• Be comfortable having difficult conversations when operational requirements, capacity or expectations are misaligned.

Drive Continuous Improvement

• Identify systemic causes of recurring operational problems.
• Translate data, employee feedback and stakeholder feedback into practical improvements.
• Lead initiatives that improve efficiency, quality, service, and employee capability.
• Ensure improvements are sustained rather than becoming short-term fixes.
• Continuously assess whether the operating model remains fit for purpose as volumes, requirements and business needs evolve.

What We're Looking For

We are looking for a leader first and an administrator second .

Key competencies

Operational leadership

You can take a complex operation and create structure, priorities, accountability and predictable execution.

Strategic and systems thinking

You can see beyond an individual issue and understand how people, process, capacity, technology, quality, governance and stakeholder expectations interact.

Accountability

You take ownership for outcomes, acknowledge gaps without becoming defensive, and expect the same level of accountability from others.

Proactive risk management

You identify emerging problems early and act before they become crises. You do not rely on escalation as the primary mechanism for discovering problems.

Data-driven decision making

You are comfortable using operational data to understand performance, capacity, trends, risks and trade-offs.

People leadership

You know how to set expectations, coach, develop, challenge and hold people accountable. You do not avoid difficult performance conversations.

Governance and judgment

You understand decision rights, escalation, controls and appropriate management oversight. You know when to act independently and when to escalate.

Stakeholder management

You can establish trust while also setting realistic expectations. You are comfortable communicating difficult information without becoming defensive or unnecessarily adversarial.

Change leadership

You can lead a team through changing requirements, evolving processes and competing priorities while maintaining stability and clarity.

Continuous improvement

You look for root causes and sustainable solutions rather than repeatedly solving the same problem through additional effort.

What Success Looks Like

Success in this role is not simply having a busy, hardworking team.

Success looks like an operation that is controlled, transparent and increasingly predictable.

Ultimately:

The measure of success is whether you build an operation that can perform, identify risk, respond and improve without needing constant intervention.

You should be comfortable operating in an environment where priorities can change, requirements can evolve and problems are not always neatly defined.

Experience & Qualifications

We are seeking candidates with:

• Minimum 7 years’ demonstrated experience managing operational teams of 30+ individuals in a complex, service-oriented environment.
• 5 years people management experience including managing end-to-end performance for multiple direct reports is required. Experience managing performance against measurable service, quality, and operational outcomes.
• A bachelor’s degree in business, management, or related field from an accredited university is required. Professional certifications including Lean Six Sigma, Kanban, project management is a plus.
• Experience with workforce planning, workload management, and capacity considerations.
• Demonstrated experience leading and developing teams with varying levels of experience.
• Experience managing complex stakeholder or client relationships.
• Strong analytical and problem-solving capability.
• Experience managing reporting for high level stakeholders, including dashboards, is required.
• Experience identifying and implementing process improvements and creating SOP documents.
• Strong written and verbal communication skills.
• Demonstrated ability to manage competing priorities and make sound decisions under pressure.

Experience in contract administration, legal operations, shared services, business process outsourcing, professional services or another highly controlled operational environment is desired.

Before You Apply

This role is well suited to a leader who wants to build something that works , not simply maintain the status quo.

If you are energized by creating clarity where there is complexity, developing people, strengthening systems, using data to make decisions and building an operation that becomes stronger over time, we would like to hear from you.

We thank all interested applicants however, only shortlisted candidates will be contacted.

Learn more about K-JESS here: K-JESS Homepage

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