What are the responsibilities and job description for the Manager, Service Delivery position at Exela Technologies?
About Exela
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500 employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Job Description
About the Role:
As the Manager of Service Delivery, you will be responsible for overseeing the delivery of services to clients, ensuring that service levels meet or exceed customer expectations. You will lead a team tasked with managing client relationships, resolving service issues, and implementing service improvement initiatives. This role requires strong leadership, customer service skills, and the ability to drive operational excellence in service delivery.
Essential Job Responsibilities
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500 employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Job Description
About the Role:
As the Manager of Service Delivery, you will be responsible for overseeing the delivery of services to clients, ensuring that service levels meet or exceed customer expectations. You will lead a team tasked with managing client relationships, resolving service issues, and implementing service improvement initiatives. This role requires strong leadership, customer service skills, and the ability to drive operational excellence in service delivery.
Essential Job Responsibilities
- Build and maintain strong relationships with clients, serving as the primary point of contact for service-related inquiries, escalations, and issues.
- Oversee the delivery of services to clients, ensuring that service levels, performance metrics, and contractual obligations are met or exceeded.
- Lead and manage a team of service delivery professionals, providing guidance, support, and direction to ensure high performance, productivity, and morale.
- Identify opportunities for service improvement and optimization, working closely with internal teams and clients to implement process enhancements and best practices.
- Address service issues, concerns, and complaints raised by clients in a timely and effective manner. Implement corrective actions and preventive measures to minimize service disruptions and improve client satisfaction.
- Monitor key performance indicators (KPIs) and service metrics to track performance, identify trends, and measure progress towards service delivery goals. Implement measures to address any deviations or areas of improvement.
- Prepare and present service performance reports, including metrics, trends, and insights, to internal stakeholders and clients on a regular basis.
- Provide training, coaching, and development opportunities to service delivery team members to enhance their skills, knowledge, and capabilities.
- Collaborate with cross-functional teams, including sales, operations, and support functions, to ensure alignment and coordination in service delivery efforts.
- Ensure compliance with service level agreements (SLAs), contractual requirements, and regulatory standards governing service delivery operations.
- Bachelor's degree in business administration, management, or related field required; Master's degree preferred.
- Experience in service delivery, customer service, or related field, with years in a leadership or managerial role.
- Proven track record of successfully managing client relationships and delivering services that meet or exceed customer expectations.
- Strong leadership and team management skills, with the ability to motivate, inspire, and develop a high-performing team.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients, negotiate effectively, and resolve conflicts.
- Analytical mindset and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions.
- Knowledge of service delivery best practices, process improvement methodologies, and quality management systems.
- Proficiency in customer relationship management (CRM) software, service management tools, and Microsoft Office Suite.
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
