Service Delivery Manager
Posted on Jan. 23, 2025 by Zevo Health
- Remote, Ireland
- N/A
- Full Time
Description
Job Title: Service Delivery Manager
Location: Ireland or UK
Work Type: Remote
Work Type: Remote
Reporting to: Global Services Delivery Director
Position Overview
We are seeking a strong customer success manager with excellent project management and stakeholder management skills to join our Delivery team. In this role, you will oversee client onboarding and act as the primary point of contact for a portfolio of clients and ensure seamless service delivery. You will collaborate with internal teams to address client challenges, drive process improvements, and lead both client and internal reporting efforts. This role demands strong project management expertise, commercial acumen, and the ability to manage multiple priorities while fostering long-term client success and satisfaction. While this is a remote role you will be required to come to the office in Dublin from time to time.
Key Responsibilities
Service Delivery & Process Improvement
- Collaborate with Clinical Leads and Business Operations to meet customer requirements and exceed service delivery outcomes.
- Work with clients to set clear expectations and ensure Clinical Teams can manage capacity while addressing requests in a solution-focused, constructive manner.
- Own, suggest and lead initiatives to improve service levels, eliminate inefficiencies, and enhance operational practices.
- Guide clients in optimizing their Wellbeing programs by leveraging internal best practices and insights from other customers, in collaboration with the Clinical Leads.
Communication & Reporting
- Communicate risks, updates, and recommendations internally enabling informed decision-making through consistent, data led, and effective updates.
- Prepare and lead client progress updates, including business review meetings, supported by detailed KPIs and tailored presentations.
Relationships Management
- Act as the main point of contact for clients, addressing requests, resolving issues promptly, and ensuring high customer satisfaction.
- Proactively handle complaints, ensuring timely resolution and continuous improvement.
- Gather and prioritize customer feedback, collaborating with internal teams to align services with evolving client needs.
- Identify and act on opportunities to grow accounts and foster long-term client relationships.
Customer Onboarding
- Lead end-to-end client onboarding, ensuring smooth implementations and positive customer experiences.
- Act as the main point of contact, providing regular updates and ensuring customer satisfaction.
- Manage onboarding by utilising project management techniques, coordinating with teams, mitigating risks/issues, and updating on progress against milestones.
- General Duties
Flexibly undertake tasks outside your normal duties as needed to support the team and organisation.
Skills, Knowledge and Expertise
- 5+ years of experience across Customer Success and Project Management.
- Proven ability to communicate effectively at all organizational levels, including presenting to senior-level clients.
- Fluent in written and spoken English is essential.
- Strong organizational skills with attention to detail and the ability to manage multiple priorities.
- Demonstrated leadership in driving change and influencing teams.
- Project management certifications (i.e. PMP, Prince2) and Process Improvement certification (i.e. Lean Six Sigma) are a plus.
- Experience with project management tools (e.g., Asana, Trello, MS Project) is preferred.
- Experience working with mental health professionals or psychological health and safety, nice to have.
Benefits
- Health Insurance (Country Dependent)
- Paid Annual Leave plus Wellbeing Days
- Paid Maternity & Paternity Leave
- Company Pension Scheme & Income Protection
- Education Allowance
About Zevo Health
At Zevo, we’re a global leader dedicated to enhancing the psychological health and wellbeing of those on the front lines of content moderation. By joining our team, you will become part of an elite community committed to providing unparalleled support to content moderation teams and Trust & Safety professionals across the globe.
We believe that a diverse, equitable, and inclusive workforce is central to achieving our vision. We are committed to fostering, cultivating, and preserving a culture that emphasizes equity, diversity, and inclusion. Our employees are our most valuable asset. The collective sum of their individual differences, life experiences, knowledge, creativity, innovation, self-expression, unique skills, and talents significantly contributes to our culture, reputation, and overall success.
We embrace and encourage the diverse backgrounds and perspectives of our employees, including their age, colour, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental abilities, political affiliation, race, religion, sexual orientation, socio-economic status, and other unique characteristics. We are dedicated to creating an environment where everyone has the resources and support needed to thrive, ensuring that opportunities and outcomes are equitable for all.
We believe that a diverse, equitable, and inclusive workforce is central to achieving our vision. We are committed to fostering, cultivating, and preserving a culture that emphasizes equity, diversity, and inclusion. Our employees are our most valuable asset. The collective sum of their individual differences, life experiences, knowledge, creativity, innovation, self-expression, unique skills, and talents significantly contributes to our culture, reputation, and overall success.
We embrace and encourage the diverse backgrounds and perspectives of our employees, including their age, colour, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental abilities, political affiliation, race, religion, sexual orientation, socio-economic status, and other unique characteristics. We are dedicated to creating an environment where everyone has the resources and support needed to thrive, ensuring that opportunities and outcomes are equitable for all.
Advertised until:
Feb. 22, 2025
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