Service Delivery Manager

InsideOut; South Africa; On-site; ZAR 460,852; Full time

Job summary

A leading recruitment firm in South Africa is looking for a Service Delivery Lead to drive the success of their client delivery engine. This role involves leading teams to ensure efficient execution of client searches with a focus on quality. Candidates should have 3-5+ years of experience in service delivery, demonstrated leadership capabilities, and strong communication skills. The position offers a full-time employment opportunity and the chance to make significant impacts in the staffing and recruiting industry.

Qualifications

• 3-5+ years of experience leading service delivery teams in recruiting.
• Ability to drive results through team leadership, not individual execution.
• Disciplined operational approach with a focus on processes and standards.

Responsibilities

• Own all active searches across client accounts.
• Monitor timelines, shortlist quality, and pipeline health.
• Provide weekly updates to the founder and Ops Manager.

Skills

Team leadership

Operational efficiency

Communication skills

Conflict resolution

Stakeholder management

Tools

Asana

GoHighLevel

Google Workspace

Loom

Job description

Service Delivery Lead

Schedule: 8:00 AM - 5:00 PM PST (Full-time)

Location: South Africa

Compensation: $2500/month

About Inside Out

Inside Out is a premium headhunting concierge for U.S. founders looking to hire elite virtual talent. We source, vet, and deliver top‑tier VAs from the Philippines, Latin America, Egypt, and South Africa. Clients pay only when they hire—and every hire is backed by a 6‑month guarantee.

We’re growing fast, and we’re obsessed with client experience, quality placements, and building a remote delivery engine that scales without breaking.

Role Overview

We’re hiring a Service Delivery Lead to own the day‑to‑day success of our client delivery engine. Your mission: drive efficient client search execution from intake to hire with consistent quality and professional communication. You will lead recruiters and account managers to meet SLAs, resolve bottlenecks, and drive consistent delivery outcomes across all active searches. You are the operational leader responsible for ensuring seamless execution and client satisfaction.

Client Delivery & SLAs

• Own all active searches across client accounts
• Monitor timelines, shortlist quality, and pipeline health
• Escalate and resolve delivery issues or underperformance
• Keep delivery on track with client expectations and internal KPIs
• Run weekly delivery huddles with recruiters and AMs
• Coach team on communication, quality, and process adherence
• Partner with Operations on metrics, accountability, and corrective actions

Process Execution & Optimization

• Ensure full adherence to delivery playbooks, SOPs, and quality standards
• Identify bottlenecks and propose improvements to tools or workflows
• Enforce delivery discipline without micromanaging

Reporting & Communication

• Maintain a delivery dashboard (live roles, blockers, red accounts)
• Provide weekly updates to the founder and Ops Manager
• Collaborate on capacity planning and future hiring need

Who This Role Is For

• 3‑5+ years of experience leading service delivery teams in recruiting or staffing
• Proven ability to drive results through team leadership, not individual execution
• Disciplined operational approach with ability to enforce processes and standards
• Direct, clear communication style with ability to manage multiple stakeholders
• Experience managing stakeholder relationships and resolving operational conflicts
• Track record of improving operational efficiency and process effectiveness

Who This Is Not For

• You’re passive, reactive, or afraid to hold people accountable
• You wait for permission to lead
• You’ve only been an individual contributor without team leadership experience
• You crumble under ambiguity or fast‑moving environment

How Success Will Be Measured

• % of searches filled within SLA
• Shortlist quality (based on internal and client feedback)
• Recruiter and AM performance against weekly goals
• Client satisfaction and retention
• Delivery rhythm and pipeline visibility

Tools We Use

• Asana
• GoHighLevel
• Google Workspace
• Loom

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Human Resources and Consulting

Industries

• Staffing and Recruiting