Are you seeking a professional and dynamic work environment that values collaboration and encourages individual growth?
Join our team of talented and passionate individuals who embody a youthful spirit and a commitment to excellence. Apply now and unlock your potential with us!
POSITION: Service Delivery Manager
WHO WE ARE:
Innovature BPO is a Vietnamese company with more than 10 years of experience in providing outsourcing solutions to clients worldwide. Our services support from call center, 24/7 bi-lingual customer care services, digital marketing to bookkeeping and data analytics services. We offer full time remote resources who are able to deliver the standard that meet global manpower requirement and utilize our business analytics, SLA and other performance metrics to help our clients boost productivity. Our mission is to enable clients to become high-performance businesses and create long-term partnership. Our vision is to connect Vietnamese talents to global labor market demands.
In 2021, Innovature BPO was proudly recognized the “HR Asia Award, one of the best places to work for in Asia”. In 2024, Innovature BPO was again proudly recognized as a Great Place to Work, reflecting our commitment to creating a positive and supportive work environment. We have officially earned this certification, with an impressive 92% of our employees agreeing that Innovature BPO is a great place to work, compared to the 59% average at typical companies. This remarkable statistic underscores the unique and positive culture we’ve cultivated. We’re committed to continuously improving our workplace, empowering our employees, and building an even brighter future together.
For more information about us, please access https://innovatureinc.com
WHAT YOU WILL BE DOING: The Service Delivery Manager is responsible for overseeing the effective delivery of outsourced services in the areas of Customer Service and Accounting. This role ensures that client expectations are consistently met or exceeded, service-level agreements are adhered to, and internal teams are fully supported to deliver operational excellence. The SDM acts as the liaison between clients and internal teams, driving performance, quality, and continuous improvement.
Key Responsibilities:
- Service Delivery & Performance Monitoring:
- Oversee daily operations for customer service and accounting delivery teams.
- Ensure service performance meets or exceeds agreed KPIs and SLAs.
- Implement and manage reporting mechanisms to track team performance and delivery metrics.
- Client Relationship Management:
- Serve as a primary point of contact for clients regarding service delivery matters.
- Conduct regular client reviews and meetings to assess satisfaction and gather feedback.
- Proactively address client concerns and work with internal teams to resolve issues quickly.
- Operational Coordination:
- Work closely with Team Leaders/Supervisors to ensure task execution and workflow optimization.
- Assist in workload planning, resource allocation, and escalation handling.
- Support recruitment and onboarding for key team positions when needed.
- Quality Assurance & Process Improvement:
- Monitor service quality and compliance with company standards and policies.
- Identify opportunities to improve delivery processes and enhance efficiency.
- Lead or contribute to root cause analysis and continuous improvement initiatives.
- Strategic Support:
- Assist the Director of Operations in strategic planning and execution for the department.
- Provide insights and data-driven recommendations to optimize service performance.
- Prepare and present operational reports to senior leadership.
WHAT WE ARE LOOKING FOR:
Qualifications:
- Bachelor’s degree in Business, Operations Management, Accounting, or related field.
- 5+ years of experience in a BPO or outsourcing environment, including 2+ years in a managerial or supervisory role.
- Experience managing customer service and/ or accounting functions is highly preferred.
- Strong understanding of SLAs, KPIs, and operational reporting.
Skills & Competencies:
- Excellent communication and client-facing skills.
- Strong organizational and project management abilities.
- Proficient in tools such as MS Excel, CRM systems, accounting platforms (e.g., QuickBooks, NetSuite), and ticketing software is a plus.
- Proven problem-solving and decision-making skills.
- Ability to lead cross-functional teams in a fast-paced environment.
WHAT WE OFFER: We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:
- A competitive monthly salary based on your ability
- 13th month Tet bonus & bi-annual performance bonus
- Annual salary review
- Attractive employee awards: Employee of Year, Semi-Annual outstanding employee
- Social insurance and healthcare insurance upon Vietnam Labor Code
- PTI insurance package, and annual health check
- An English-speaking environment
- An open culture that spurs creativity, innovation, and inclusivity
- A variety of training courses for your career development
- Diverse activities to foster relationships, including company trips, year-end party, employees‘ birthdays
- An open-space office, a cafeteria, and a range of modern equipment
- Other allowances from referrals and special occasions (weddings, seniority, and new-born baby)
WORK LOCATION: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, HCMC
WORKING HOURS: 9PM – 6AM (Mon – Fri)
We welcome talents to apply by Clicking “APPLY” button below
At Innovature, we are proud to be an equal opportunities employer.
We believe in making decisions about our employees ‘careers based solely on their ability to perform and grow within their roles, regardless of gender, nationality, ethnic origin, religion or belief, disability, age, sexual orientation, and identity.
We are committed to building a culture where every individual feels respected and valued. We strive to create an environment free from discrimination and harassment, where all voices are heard, and everyone has the opportunity to thrive.
Our dedication to fostering a diverse, equitable, inclusive, and accessible workplace is central to our mission.
Find out about our company’s life here:
Youtube: innovatureconsulting1685
Fanpage: lifeatinnovature.vn
Tiktok: @lifeatinnovature
Linkedin: innovature-consulting
