Service Delivery Manager | Permanent Work from Home - Dayshift

ABOUT THE ROLE

As a Service Delivery Manager, you are the day-to-day operational owner of your assigned client accounts. You manage the performance of deployed offshore staff, maintain the client relationship at account level, and ensure that every engagement runs to the agreed service standards. You are the bridge between what the client needs and what the team delivers - and you take that accountability seriously.

WHAT YOU WILL DO

• Manage day-to-day operational delivery for an assigned portfolio of client accounts.
• Monitor deployed staff performance against client-agreed KPIs and quality standards.
• Conduct regular check-ins with clients and deployed team members to maintain alignment.
• Identify and escalate delivery risks or performance issues to the Head of Service Delivery.
• Maintain accurate account documentation, reporting, and performance records.

WHAT WE ARE LOOKING FOR

• 3–5 years' experience in operations, account management, client success, or a client-facing service delivery role.

• Experience supporting offshore teams in a dedicated client environment, where building long-term client partnerships was a key part of the role.

• Strong relationship management and communication skills, with the confidence to engage professionally with both clients and remote team members.

• Highly organised and detail-oriented, with the ability to manage multiple client accounts while maintaining excellent service standards.

• Proactive in identifying risks, resolving issues early, and driving continuous improvement

• Experience supporting Australian clients or businesses.

• Background in staffing, offshore outsourcing, managed services, or workforce solutions.

• Experience managing dedicated client accounts rather than high-volume contact centre operations, with a strong focus on client relationships and service delivery.

• Familiarity with performance management, CRM, or service delivery platforms.