Enterprise Service Delivery Manager Remote - Remote

Fully remote job - work from home

The Vision of Influx: We stand for the human experience in online business. We believe that every great online business has an exceptional team of people talking to their customers. This requires service flexibility, high standards and exceptional people running the service.

The Service Delivery Manager plays a pivotal role in embodying our vision by fostering a human-centric approach to our online business interactions. This role is dedicated to managing end-to-end relationships with clients, ensuring their utmost satisfaction and driving service excellence. The Service Delivery manager provides leadership and direction to Team Leaders and Customer Service Agents, maintaining high standards of service, adaptability to evolving client needs, and nurturing exceptional team dynamics to enhance the client experience.

What do you bring to the table?

• Facilitating a seamless onboarding experience for new clients
• Establishing a strong client relationship management to meet and exceed client expectations
• Maintaining and growing revenue and margins
• Delivering excellent service and meeting SLAs by managing people and operations
• Collaborating with other parts of the organisation
• Coaching and developing Team Leaders and Customer Service Agents
• 5+ years of experience in customer service management
• Strong leadership, communication, and negotiation skills
• Ability to multitask and work in a fast-paced environment, maintaining high performance under pressure
• Strategic Thinking - ability to foresee challenges, plan for growth, and align service delivery strategies with broader business goals.
• Technological Proficiency
• Change Management - managing transitions effectively, driving adoption of new processes, and handling resistance within teams.
• Cultural Competence - the ability to effectively interact, communicate, and negotiate across various cultural contexts.

What’s in it for you?

• The opportunity to work with an elite leadership team across various time zones
• The opportunity to work with clients from different industries
• Coach, develop, and drive the performance of Team Leaders using our Speeds, Rivers and Paddocks playbook
• The opportunity to be trained and developed in our Ignite Training Program in areas such as:

Leadership Growth: Develops strong team leads, managers, and future leaders.

Cross-Functional Skills: Covers Sales, Analytics, Training, QA, Recruitment, and Ops essentials.

Stronger Coaching Abilities: Builds confidence in performance management and people development.

Global Collaboration: Exposure to leaders and best practices across regions.

Career Acceleration: Helps high-potential talent grow into next-level roles at Influx.

Benefits:

• Additional Performance-Based Incentives
• Continuous learning and development by our Elite Leadership Team
• Experience a culture where everyone belongs. Our team is committed to building an environment that nurtures kindness, creativity, and accountability

Preferred Qualification

1. Bachelor's degree in Business Administration, Communications, or a related field / Master's degree in Business Administration or a related field
2. Experience working in a technology or software company

Internet and Device Requirements:

• Internet Speed of a minimum of 50-55 Mbps / Upload Speed - 50-55 Mbps
• System: Windows 10 or more. 32-bit operating system.
• Laptop (Bring Your Own Device ) No Chromebook, Linux OS, or Desktop) 8GB RAM or more
• Processors - Intel Core i5 or up.
• Wired headset
• Quiet working environment

This is a full-time role

The Service Delivery Manager reports directly to the Delivery Director