Manager, Service Delivery

vMOX; United States; On-site; USD 85,000 - 100,000; Full time

Job summary

vMOX is seeking a Manager, Service Delivery to oversee mobility services delivery, ensuring operational excellence and customer satisfaction. The ideal candidate will have strong leadership skills, a proactive approach, and a proven ability to manage client relationships effectively.

Qualifications

• 10+ years of experience in service delivery or operations.
• 5+ years in a leadership role.
• Exceptional communication and interpersonal skills.

Responsibilities

• Oversee the end-to-end delivery of mobility services.
• Lead and mentor a team of Service Delivery professionals.
• Serve as the primary contact for client escalations.

Skills

Leadership

Customer-centric approach

Operational excellence

Analytical skills

Problem-solving skills

Collaboration

Education

Bachelor’s degree in Business Administration or related field

Tools

Microsoft Office Suite

Job description

This range is provided by vMOX. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Talent Acquisition Specialist with Advantage Communications Group and vMOX

vMOX is seeking a Manager, Service Delivery to join our team. This role is responsible for overseeing the end-to-end delivery of mobility services, ensuring operational excellence, customer satisfaction, and continuous improvement across all service touchpoints.

About the Role: This role plays a critical part in overseeing client relationships, optimizing service performance, and leading cross-functional teams to deliver high-quality, scalable mobility solutions. The candidate will be responsible for ensuring that service levels consistently meet or exceed customer expectations. Success in this position requires strong leadership capabilities, a customer-centric approach, and a commitment to operational excellence. The ideal candidate will be proactive, collaborative, and skilled at identifying opportunities to enhance service performance and client satisfaction.

Responsibilities:

• Lead the planning, execution, and monitoring of mobility service delivery operations, ensuring alignment with objectives and key results (OKRs) and key performance indicators (KPIs).
• Lead, mentor, and develop a team of Service Delivery professionals, fostering a culture of excellence, knowledge sharing, and continuous improvement. Oversee documentation standards and steady state delivery processes.
• Serve as the primary point of contact for client escalations, ensuring timely resolution and proactive communication.
• Collaborate with internal stakeholders (e.g., product, development, customer support) to implement service enhancements and resolve operational bottlenecks.
• Analyze service delivery data to identify trends, inefficiencies, and opportunities for process improvement.
• Drive the adoption of best practices in service delivery, including the use of digital tools, automation, and customer feedback loops.
• Support the rollout of new features, functionality and service offerings.
• Collaborate with Client Success team to implement and execute strategies to drive and improve customer satisfaction and build long-term partnership success.
• Design and implement training programs for clients and internal teams on advanced reporting tools, portal enhancements, and data visualization dashboards to drive adoption and maximize value.
• Partner with senior leadership to lead cross-functional initiatives and special projects; facilitate team meetings and drive organizational planning and decision-making.
• Develop and execute strategies to drive continuous improvement in service delivery, cost savings, and feature adoption throughout the client lifecycle.

Qualifications:

• Bachelor’s degree in Business Administration or a related field
• 10+ years of experience in service delivery, operations, or customer success, with at least 5 years in a leadership role.
• A demonstrated ability to manage client relationships effectively and consistently deliver services that meet or exceed customer expectations is essential.
• Strong leadership and team management capabilities are required, with a focus on motivating, inspiring, and developing high-performing teams.
• Exceptional communication and interpersonal skills are necessary, including the ability to build rapport with employees and clients and resolve conflicts efficiently.
• The role also demands strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make informed, data-driven decisions.
• Familiarity with service delivery best practices, and process improvement methodologies is expected.
• Proficiency in Microsoft Office Suite is also required.

Required Skills:

• Strong leadership capabilities
• Customer-centric approach
• Commitment to operational excellence
• Proactive and collaborative mindset
• Analytical and problem-solving skills

Preferred Skills:

• Experience with digital tools and automation
• Knowledge of service delivery best practices
• Experience in training program design and implementation

Pay range: $85,000-$100,000

Equal Opportunity Statement: We are committed to diversity and inclusivity in our hiring practices.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Information Technology

• Industries

  Telecommunications

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