Service Delivery Manager

International SOS

75d

About The Position

The Service Delivery Manager is responsible for leading and managing the day-to-day operations of the Service Delivery team across travel and lifestyle services. This role ensures the delivery of exceptional client experiences, meets business and quality goals, and fosters employee engagement. The manager will coach and develop high-performing teams, drive operational excellence, and support strategic initiatives to exceed client expectations and contractual commitments.

Requirements

• Minimum 5 years in travel, lifestyle, or hospitality services.
• Minimum 5 years managing teams of 15+ in a call center environment.
• Must possess relevant Supervisor Travel Industry Certification accordance with local requirements.
• Experience with travel programs (air/hotel) and B2B models preferred.
• Bachelor’s degree or equivalent experience required.

Nice To Haves

• Proficient communication in French (verbal and written) preferred.

Responsibilities

• Lead, coach, and motivate remote teams, ensuring effective training, support, and performance evaluations.
• Manage staffing levels aligned with business needs.
• Establish clear goals and standards, monitor progress, and address development needs.
• Design and implement recognition programs to drive engagement.
• Maintain team engagement through consistent activities and HR collaboration.
• Manage operations to meet budget, quality, productivity, and satisfaction goals.
• Develop and document SOPs for new and existing policies.
• Partner with HR and Training to ensure hiring and training excellence.
• Build infrastructure to support new and growing business.
• Champion a high-touch service culture aligned with 'Extraordinary Every Time'.
• Ensure adherence to call and case quality standards.
• Resolve escalations and complaints with urgency and professionalism.
• Support audit readiness and ensure compliance.
• Maintain alignment with Aspire Lifestyles and International SOS policies.
• Establish consistent communication channels across teams.
• Deliver performance presentations to senior management and clients.
• Other Duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree