Delivery Sector Lead (Senior Service Delivery Manager)

Job Description

CloudFactory, a global leader in combining people and technology to provide applied AI & workforce solutions for machine learning and business process optimization.

CloudFactory is on a mission to change how work gets done. We're using technology to make it super easy and affordable for startups, high-growth, and enterprise-level companies to automate and outsource routine back-office core data work and training datasets for machine learning & AI. Our professionally managed and trained teams work with high accuracy using virtually any tool. We process millions of daily tasks for innovators, including Microsoft, GoSpotCheck, Hummingbird Technologies, Bayer Crop Sciences, and Luminar. We exist to deliver on our mission to create meaningful work for one million talented people in developing nations so we can earn, learn, and serve our way to become leaders worth following.

Role Summary

Ownership and accountability for the successful delivery of your Portfolio of accounts - ensuring Quality First Every Time execution (meeting all internal and client SLAs all of the time), Revenue protection and growth.

Responsibilities:

Client Account Ownership:

• Longer term / strategic oversight and planning of your account Portfolio - planning for and maximising retention and growth in your Sector, through strong partnerships with your GTM colleagues and support/mentoring of your Delivery Owners.
• Strong governance, and where necessary, intervention, of the Accounts within your Portfolio - You are accountable for the Operational Health of all of your Accounts ensuring they are meeting/exceeding all Quality metrics all of the time. Any deviation from a green status must be managed back to green within 60 days
• You will sit as a senior stakeholder on QBRs for appropriate accounts ensuring leadership representation from CloudFactory
• Proactively identifying and managing business risk related to Service Delivery within your portfolio, including managing and liaising with Stakeholders across the company (cross functional)
• Proactive planning and execution of business and people related risk and change management
• Planning the deployment of people and resources to fulfill the needs of your Accounts and any new ones as your Portfolio grows
• You are responsible for identifying the cause of Churn, any lessons learnt, and for bringing those learnings to the DLT as actions for the wider business to implement.
• Driving actions to ensure growth stability quality first whilst achieving all metrics across your portfolio
  
  

People Leadership:

• You are responsible for all Delivery Owners within your Portfolio - managing those team members to maximize for high performance and core team satisfaction against CloudFactory values and principles, as well optimize for utilization and efficiency.
• Support your DLT in cultivating and fostering a growth environment that invests in people, encouraging and supporting your team members to develop through stretch goals, frequent feedback, and effective coaching
• Supporting, leading and coaching your team to ensure maximum performance of their people on a continuous basis. Growing talent and supporting low performance to succeed
• Supporting, encouraging and role modeling strong team working across locations and functions both for your direct reports, peers and across the business
  
  
  

Requirements

Knowledge:

• Career Development Plans creation and support
• Performance management of low performers
• Grow talent and succession plan within your team and the wider team
• Business 2 Business service environment
• Create a positive work environment, maintain team morale, and establish healthy working relationships with team members
• Skills and Experience:
• Experience at senior Leadership/ Management level in a service oriented environment
• Experience of leading teams virtually on a global scale
• Ability to work under pressure and manage multiple tasks simultaneously
• Outstanding communication skills with the ability to communicate at all levels
• Attention to detail
• Drive deliverables through collaboration and cross functional team work
• Demonstrated proactive leadership of Delivery objectives
  
  

Benefits

• Competitive Compensation
• Hybrid Work Opportunity with a Connected-First Culture
• Community service opportunities
• High growth globally scaling company culture
• A mission you can stand by!
• Room for growth! We prefer to promote from within than hire from without
• Medical, dental, and vision care
• Life, accident and disability insurance