Service Delivery Manager

Jobtailor; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Customer Success/Engagement leader to ensure excellence in service delivery and align client expectations with our operating model. You will connect internal stakeholders throughout delivery and serve as the main contact for misalignment and friction points, while partnering with Customer Success to continuously improve the client journey.

You will interface between consultants and the client, support consultant development and engagement, and drive KPI execution and

Qualificações

• Ability to ensure service delivery in line with agreed expectations and operating models.
• Strong stakeholder coordination skills.
• Ability to manage the customer experience and resolve misalignment, failures, and friction points.
• Ability to support consultant development, engagement, and performance.
• Ability to partner with Sales on renewals, new business, contract expansion, and improvements.

Responsabilidades

• Ensure excellence in service delivery and customer experience
• Align customer expectations with the operating model
• Connect and coordinate internal stakeholders throughout delivery
• Serve as the point of contact for misalignment, failures, and friction points
• Continuously monitor and improve the customer journey in partnership with Customer Success
• Act as the primary interface between consultants and Keyrus
• Support the career development and professional journey of assigned consultants
• Ensure consultant engagement and performance
• Ensure execution of the Key Performance Cycle
• Work with the Sales Account Executive on renewals and new opportunities
• Identify expansion opportunities and improvements to existing contracts
• Manage the utilization rate of assigned resources and maximize revenue within the client account

Conhecimentos

Stakeholder coordination

Customer experience management

Consultant development

Resource utilization management

Revenue maximization

Contract expansion

Descrição da oferta de emprego

• Ensure excellence in service delivery and customer experience
• Align customer expectations with the operating model
• Connect and coordinate internal stakeholders throughout delivery
• Serve as the point of contact for misalignment, failures, and friction points
• Continuously monitor and improve the customer journey in partnership with Customer Success
• Act as the primary interface between consultants and Keyrus
• Support the career development and professional journey of assigned consultants
• Ensure consultant engagement and performance
• Ensure execution of the Key Performance Cycle
• Work with the Sales Account Executive on renewals and new opportunities
• Identify expansion opportunities and improvements to existing contracts
• Manage the utilization rate of assigned resources and maximize revenue within the client account

Requirements

• Ability to ensure service delivery in line with agreed expectations and operating models
• Strong stakeholder coordination skills
• Ability to manage the customer experience and resolve misalignment, failures, and friction points
• Ability to support consultant development, engagement, and performance
• Ability to partner with Sales on renewals, new business, contract expansion, and improvements
• Ability to manage resource utilization with a focus on revenue maximization
• Agility to adapt to change and make sound decisions
• Ability to solve complex problems with strategic vision and pragmatism
• Clear and assertive communication
• Strong customer orientation
• Frequent presence at the client site

Core Competencies

Demonstrates expertise in service delivery and customer experience management, with a strong focus on stakeholder coordination, consultant development, and resource utilization to maximize revenue. Proven ability to adapt to change and solve complex problems while maintaining clear communication and customer orientation.

Highest-signal resume keywords

• Service Delivery Management
• Stakeholder Coordination
• Customer Experience Management
• Consultant Development
• Resource Utilization Management

Soft Skills

• Clear Communication
• Problem Solving
• Agility
• Customer Orientation

Industry Keywords

• Key Performance Cycle
• Consultant Engagement
• Revenue Maximization
• Contract Expansion
• Customer Success