Job Description

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.\nThe 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.\n\nWhat do you bring to the table?\n\nFacilitating a seamless onboarding experience for new clients\nEstablishing a strong client relationship management to meet and exceed client expectations\nMaintaining and growing revenue and margins\nDelivering excellent service and meeting SLAs by managing people and operations\nCollaborating with other parts of the organisation\nCoaching and developing Team Leaders and Customer Service Agents\n5+ years of experience in customer service management\nStrong leadership, communication, and negotiation skills\nAbility to multitask and work in a fast-paced environment, maintaining high performance under pressure\nStrategic Thinking - ability to foresee challenges, plan for growth, and align service delivery strategies with broader business goals.\nTechnological Proficiency\nChange Management - managing transitions effectively, driving adoption of new processes, and handling resistance within teams.\nCultural Competence - the ability to effectively interact, communicate, and negotiate across various cultural contexts.\n\nWhats in it for you?\n\nThe opportunity to work with an elite leadership team across various time zones\nThe opportunity to work with clients from different industries\nCoach, develop, and drive the performance of Team Leaders using our Speeds, Rivers and Paddocks playbook\nThe opportunity to be trained and developed in our Ignite Training Program in areas such as:\n\nLeadership Growth: Develops strong team leads, managers, and future leaders.\nCross-Functional Skills: Covers Sales, Analytics, Training, QA, Recruitment, and Ops essentials.\nStronger Coaching Abilities: Builds confidence in performance management and people development.\nGlobal Collaboration: Exposure to leaders and best practices across regions.\nCareer Acceleration: Helps high-potential talent grow into next-level roles at Influx.\n\nBenefits:\n\nAdditional Performance-Based Incentives\nContinuous learning and development by our Elite Leadership Team\nExperience a culture where everyone belongs. Our team is committed to building an environment that nurtures kindness, creativity, and accountability\n\nPreferred Qualification\n\nBachelors degree in Business Administration, Communications, or a related field / Masters degree in Business Administration or a related field\nExperience working in a technology or software company\n\nInternet and Device Requirements:\n\nInternet Speed of a minimum of 50-55 Mbps / Upload Speed - 50-55 Mbps\nSystem: Windows 10 or more. 32-bit operating system.\nLaptop (Bring Your Own Device ) No Chromebook, Linux OS, or Desktop) 8GB RAM or more\nProcessors - Intel Core i5 or up.\nWired headset\nQuiet working environment\n\nThis is a full-time role\nThe Service Delivery Manager reports directly to the Delivery Director",