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Sr. Manager I, Service Delivery Operations

Date Posted
16th November 2017
Customer Service & Call Centre
Job Type
Montego Bay
Not Disclosed

Job Summary

The role is responsible for the overall quality of service delivery of an implementation/ongoing client.

Job Description


  • Adapts and executes functional or departmental business plans and contributes to the development of organizational strategies
  • Anticipates internal and/or external business challenges/ regulatory issues
  • Decisions are guided by functional strategies and priorities
  • May include international accountability; and may include some global accountability


Primary Responsibilities:

  • May perform one or more of the following:
  • Support the fulfilment of the company vision for prompt and professional client services through motivation and leadership
  • Oversee the day-to-day implementation and operational aspects of the client relationship
  • Develop strategy needed to achieve agreed upon service levels
  • Manage the setup and delivery of services
  • Work with the client to manage priorities and expectations
  • Manage the requirements definition process and ensure that system specifications accurately reflect client requirements
  • Build effective liaisons to manage the transition from implementation to ongoing client delivery
  • Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery
  • Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise
  • Manage finances for the account, including invoice creation, timely receipt of client payments, and other P&L responsibilities

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