Regional Service Delivery Manager

Established in 1998 and working in over 60 languages, the Keywords Group is a fast-growing plc., listed on the London Stock Exchange’s AIM market. Keywords is an international service provider to the global Video Game Industry with offices in Dublin, Tokyo, Singapore, Shanghai, Beijing, Montreal, Barcelona, Madrid, Rome, Milan, Rio de Janeiro, New Delhi and more. Working on a worldwide basis, we provide a range of linguistic, testing, quality control and customer support services to Video Game Developers and Publishers alike.

The Service Delivery Manager is responsible for overseeing the delivery of services to clients or end-users, ensuring that all service requirements are met effectively and efficiently. This role typically focuses on managing service delivery operations, maintaining relationships with clients, and ensuring a high standard of service performance. The Service Delivery Manager plays a key role in coordinating between service teams and ensuring that the agreed service level agreements (SLAs) are met.

Responsibilities and activities:

Service Delivery Management:

• Ensure that the AI Research services are delivered to the client according to agreed service levels.
• Monitor and manage performance, adjusting as needed to meet targets and service levels.

Performance Monitoring:

• Track key performance indicators (KPIs) and service level agreements (SLAs) to ensure services are meeting the expected standards.
• Address performance issues or gaps and develop corrective actions to improve results.

Customer Relationship:

• Act as the primary point of contact for clients regarding service issues, escalations, and requests.
• Ensure customer satisfaction by resolving issues quickly and maintaining clear communication.
• Build and maintain strong relationships with clients, understanding their unique networking requirements and delivering tailored solutions,.

Team Management:

• Lead and coordinate the team responsible for service delivery, ensuring well-defined roles and responsibilities.
• Provide support and guidance to team members to improve their performance and productivity.
• Ensure all parties are aligned and working collaboratively to meet project goals and deliver exceptional service outcomes.

Security and Compliance:

• Identify potential risks to service delivery and develop mitigation plans.
• Ensure that the service delivery process is flexible enough to address unforeseen challenges.

• Ensure all service delivery processes align with zero-trust security principles and industry compliance standards.

Reporting and Analysis:

• Prepare and present reports on service performance, issues, and resolutions to senior management or stakeholders.
• Analyze trends in service delivery, customer feedback, and operational performance to drive decision-making.

Continuous Improvement:

• Identify areas where service delivery can be improved and implement new processes, tools, or strategies.

• Ensure that service delivery processes are continuously reviewed and refined for efficiency and effectiveness.

• Proven experience in service delivery management within the AI or Software services industry, with a focus on regional scale operations.
• Strong understanding of Prompt Engineering, AI fundamentals, and LLMs.
• Proficient (5+ years’ experience in building new Services from scratch) in customizing Service Delivery frameworks and best practices, including the ability to tailor processes, report and manage Service Deliverables, identify risk early, develop mitigation strategies, and address roadblocks to maintain program momentum.
• Demonstrated success in managing customer satisfaction and service excellence in a high-tech environment.
• Strong leadership abilities (5+ years’ experience leading cross-functional teams) with experience in coordinating and orchestrating complex service delivery projects involving multiple stakeholders. Ability to guide cross-functional teams and regional teams, including regional partner teams to ensure seamless and successful delivery.
• Excellent communication and interpersonal skills, with the ability to articulate complex concepts to both technical and non-technical stakeholders.