19 Mar 2023

Full-Time Lead Delivery Manager – Ila

ION – Posted by JobsTeam Ila, Osun, Nigeria

Job Description

The Service Delivery Manager will be in charge of running the 24-hour call center from a remote location. He or she will talk to customers and vendors as needed. In addition to using his or her skills to supervise, support, coach, and direct Team Members, he or she will also give his or her team feedback. It will be up to this person to lead and set an example of Extraordinary Every Time for a group of 10 or more people. In addition to this leadership role, he or she will handle escalations and keep an eye on the overall flow of requests through all access channels. This person will be an expert on how to help team members and keep up with all of the company’s rules and clients.

Job Title : Lead Delivery Manager
Location : Ila, Osun, Nigeria
Salary : $ 31.77 per hour.
Company : ION
Job Type : Full-Time


  • Ensures that other Service Delivery Managers are properly mentored and coached on a regular basis, as well as participating in team-building events and employee retention initiatives as required.
  • Dispatchers should work together to maintain the Voice of the Consumer program by adhering to a defined methodology for conducting satisfaction surveys and gathering customer feedback throughout the entire buying process.
  • Responsible for properly managing the resources contributing to the various squads driven by Products, as well as for developing and coaching those individuals, responsibilities may include acting as a pool leader for a community of key dedicated support services contributors (for example, IT VIP Service Leads, IT Service Desk Service Leads, and so on).
  • Daily assistance and administration of travel advisors/travel concierges through team and 1:1 coaching and management, both remotely and in-person.
  • Monitor and train the department’s supervisors and team leaders to ensure proper staffing and organization, including day-to-day operations and duties.
  • Oversee the client’s development of scale-able and strong back-end infrastructure to fulfill their demands by understanding and communicating the client’s needs to the operational delivery teams.
  • you will monitor and manage the quality standards that govern customer interactions. These standards are intended to ensure that the customer experience is consistent throughout all customer contact points, both inside and outside our internal group and our outsourced partner network.
  • Client KPIs and contractual responsibilities are met, and the overall performance of their Concierge is monitored and evaluated.
  • Businesses should meet every month, quarter, and year to talk about their business with their internal stakeholders and their suppliers. They should also build relationships and feedback channels so that they can always improve the services they offer.
  • Evaluate team and individual data; create and execute incentive programs to enhance metrics while preserving quality.


  • the ability to think strategically over the course of many years and come up with plans that are well-executed
  • Proficiency in advising clients in very complex and varied sectors (Manufacturing, Consumer Goods, Construction, Technology, Medical Devices, Chemicals, Energy, Telecom)
  • Solid oral and written communication skills are a must as is the ability to explain technical solutions in commercial terms, establish rapport, and persuade others.
  • A firm grasp of the contact center environment and the significance of the client-vendor relationship in attracting, retaining, and performing high-quality partners.
  • Proven ability to use tact and good judgment while delivering constructive criticism as well as explanations for disciplinary actions.

How to Apply

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Job Categories: Service Delivery Manager. Job Types: Full-Time.

Job expires in 26 days.

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