Role Title: Service Delivery Manager (Onsite) Local Employment only About ECLARO ECLARO is an award-winning global professional services firm headquartered in New York City, with a strong presence across the U.S., Canada, UK, Ireland, Australia, and the Philippines. We specialize in delivering the right people to solve complex business challenges through strategic staffing, permanent placement, and custom outsourcing solutions. Powered by our proprietary TRINIT-E Service Maturity Model , we help organizations drive innovation, automation, and continuous process improvement-creating measurable business impact for our clients worldwide. About the Role We are looking for a high-impact Service Delivery Manager to lead and scale customer support operations for a key global client. This is a leadership role suited for someone who thrives in fast-paced, SLA-driven environments and is passionate about delivering exceptional customer experiences. You will own end-to-end service delivery across email, chat, and voice channels-driving operational excellence, optimizing team performance, and building strong client partnerships. This role offers the opportunity to influence strategy, improve processes, and lead high-performing teams in a global delivery model. What You'll Be Responsible For You will play a critical role in ensuring seamless service delivery and continuous improvement. Key areas of ownership include: Leading end-to-end customer support operations with a focus on service quality and efficiency Acting as the primary escalation point for both internal teams and client stakeholders Driving performance against SLAs and KPIs such as AHT, response time, CSAT, and productivity Overseeing ticket management, workflows, and reporting using platforms like Zendesk Partnering with stakeholders on workforce planning, staffing, and capacity management Designing and enforcing QA frameworks, scorecards, and performance improvement initiatives Delivering actionable insights through accurate reporting and operational analytics Managing scheduling, attendance, and service continuity across teams Leading governance calls, business reviews, and client performance discussions Coaching and developing team members to consistently deliver high-quality output Supporting hiring, onboarding, and training to build a strong talent pipeline Driving knowledge management through SOPs, playbooks, and decision frameworks Leading incident management, business continuity planning (BCP), and risk mitigation Fostering a culture of engagement, accountability, and continuous improvement What We're Looking For We're seeking a strategic and hands-on leader with a strong operational mindset and proven ability to deliver results. 7+ years of experience in Service Delivery, Operations, or Client Services 3-5 years in a leadership role within customer support or contact center environments Experience managing offshore or distributed teams supporting global clients Strong track record in SLA/KPI management and performance optimization Hands-on experience with Zendesk or similar CRM/ticketing platforms Expertise in QA frameworks, coaching, and process improvement Experience in workforce management, scheduling, and capacity planning Strong analytical thinking and problem-solving capabilities Excellent stakeholder management and communication skills, including engagement with senior leaders Experience in healthcare, dental, or similar industries is a plus Bachelor's degree in a relevant field preferred Why Join ECLARO Be part of a globally recognized, high-growth organization Work with international clients and cross-functional teams Drive meaningful impact through process improvement and innovation Lead and shape high-performing teams in a dynamic environment Competitive compensation and career growth opportunities
