Service Delivery Lead

About You:

You are a rising star who thrives on challenging the status quo and constantly seeks new opportunities for growth. You set high standards and consistently exceed them. You approach challenges with a positive, humble, and 'can do' attitude. Responsibility motivates you, and you eagerly embrace challenges that others shy away from. As a true doer and team player, you consistently meet demanding deadlines and get things done. You understand the pivotal role that customer service plays in shaping a brand's reputation, and you are determined to ensure that it's always top-notch. You have a passion for new technologies, gadgets, and innovative ideas, and you're always excited to try the latest hot gadgets or play with the newest apps.

The Role:

Reporting to the Service Centre Operations Manager, the Service Delivery Lead (SDL) is responsible for the successful delivery of assigned accounts. You will proactively lead a team to improve operational delivery and account development while identifying opportunities for and contributing to overall growth. This role demands proactive problem-solving, strong analytical skills, and the ability to convey complex information clearly and professionally, both verbally and in writing. Meeting tight deadlines and prioritising tasks are second nature to you.

Responsibilities include (but are not limited to):

• Serve as the primary point of contact within the assigned account, taking ownership of overall account success.

• Measure and monitor account performance, including SLA measures, and produce and deliver reports according to agreed-upon timelines.

• Lead a dedicated team supporting the account to deliver and improve service delivery metrics and insights.

• Manage Onboarding activities and ensure optimal crowd health and elasticity.

• Take action to prevent and address any underperformance on the account, setting priorities and actions to be taken.

• Present account performance information through regular internal and external reviews.

• Develop relationships of openness and trust with clients to better understand their business and shared challenges.

• Proactively seek to add value to the account by identifying new opportunities through regular analysis of customer satisfaction and performance data.

• Develop and maintain relationships with key stakeholders, both internal and external.

• Ensure that engagement, communication, and development strategies align with the account and sales team's growth strategies.

• Proactively update clients on service performance and monitor their satisfaction during service implementation.

• Prepare and maintain process documentation and ensure that all operational areas of the business are fully briefed on any changes and platform releases.

• Ensure compliance with Limitless Security Policies and Procedures while performing duties.

• Maintain compliance with all Data Privacy Policies and Procedures.

Key Skills & Experience:

• Previous experience in a similar operational delivery role with exposure to client account management.

• Ability to communicate in French is required.

• Proven leadership qualities with a strong client focus.

• Demonstrable experience in account development and relationship building.

• Self-motivated team player with exceptional interpersonal skills.

• An outgoing individual willing to participate in and lead a small and flexible team.

• Flexible approach to working hours to support our clients.

• Ability to work effectively under pressure.

• Strong ability to manage and prioritize business priorities.

• Prime responsibility for the successful delivery of all contractual responsibilities.

• A tenacious problem solver with a hands-on style and the ability to adapt to a dynamic, constantly changing environment.

Tech Knowledge Required:

• Laptop troubleshooting tech skills (HP / Dell).
• IT Helpdesk skills (MS / Dell / HP / Harman).
• Samsung Mobile and HE appliance knowledge.