Service Delivery Management at Pyramid Technology Solutions, Inc

Role: Service Delivery Management

Location: Chicago, IL

Possible 3 Month CTH

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JOB DESCRIPTION

We are looking for an experienced Service Delivery Manager with Retail Industry Experience to coordinate and lead all aspects of our team's performance. The ideal candidate will be passionate about retail industry, meeting and exceeding critical metrics, maintaining Service Level Agreements (SLAs), managing budgets, and ensuring optimal staffing levels. The role requires an outstanding leader who excels at reducing attrition, providing exceptional customer service, and encouraging a high-performance culture through mentorship, development, and corrective action.

• Lead the delivery team to achieve and surpass client's critical metrics and service level agreements, ensuring a high standard of service delivery.

* A leader with client centricity and able to work as a face for the team in front of client

• Supervise and lead operational budgets, staffing levels, and resources to ensure efficient performance.
• Implement strategies to reduce attrition and maintain a fully staffed team that meets business needs.
• Drive performance through regular coaching, mentoring, and professional development of team members.
• Conduct regular performance evaluations, providing constructive feedback, and completing vital corrective actions when required.
• Collaborate with senior leadership and high-level client managers to address challenges, propose innovative solutions, and improve overall client happiness.
• Analyze data and performance metrics to make informed business decisions and report outcomes.
• Maintain a strong focus on continuous improvement, ensuring processes are streamlined and customer interactions are optimized.
• Cultivate a positive and engaging work environment, encouraging partnership and accountability.
• Shown experience as a Service Delivery Manager or similar leadership role with Retail Industry clients, preferably in a high-volume environment for a team of 100+ resources
• ITIL Certification preferred
• Strong communication and interpersonal skills, comfortable working with senior level client managers.
• Proficiency in English and Spanish (preferred) for effective communication.
• Solid comprehension of delivery operations for voice-based support, critical metrics, service level agreements (SLAs), and budget management.
• Proficiency in Excel for reporting and data analysis.
• Excellent problem-solving skills with a creative approach to developing effective solutions.
• Ability to lead, mentor, and motivate teams to meet performance goals.
• Experience with reducing attrition and maintaining staffing levels

Proficiency in Spanish (preferred) for effective communication.

A strategic position for a new client and working with LATAM engineering team in 24X7 support mode.