Service Delivery Manager, Client Operations

Apex Fintech Solutions; Dallas (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare benefits

PTO

401k match

Parental leave

HSA contribution

Calm app subscription

Tuition reimbursement

Hybrid work schedule

Job summary

Apex Fintech Solutions is seeking a Manager of the Service Management Office to lead daily operations, ensure service delivery excellence, and drive proactive issue resolution for client relationships. This hands-on role emphasizes real-time management, workflow optimization, and metric-driven accountability.

You will coach the team, monitor SLAs, and partner with Operations, Product, and Compliance to align activities with client priorities.

Qualifications

• Bachelor's degree in Business, Operations Management, or related field.
• Series 7 and Series 24 required.
• 5-7 years of experience in client service, operations management, or customer success; 2-3 years in people management.
• Experience managing service queues, SLAs, and operational metrics.

Responsibilities

• Oversee daily operational activities of the Service Management Analysts.
• Ensure service delivery excellence, and proactive issue resolution.
• Monitor SLA targets, response and resolution times; drive improvement.
• Lead KPI reviews, coaching, and performance evaluations.
• Collaborate with cross-functional teams to resolve client issues.

Skills

Operational leadership

Service excellence

Analytical skills

Communication skills

Problem solving

Process mindset

Coaching ability

Attention to detail

Multi-tasking

Collaboration

Technology proficiency

Education

Bachelor's degree in Business/Operations

Series 7 and Series 24

Tools

Salesforce

Zendesk

Freshdesk

Job description

Apex Fintech Solutions is seeking a Manager of the Service Management Office to lead daily operations, ensure service delivery excellence, and drive proactive issue resolution for client relationships. This hands-on role emphasizes real-time management, workflow optimization, and metric-driven accountability.

You will coach the team, monitor SLAs, and partner with Operations, Product, and Compliance to align activities with client priorities.