Services Delivery Manager

Job Summary

We are seeking a motivated and detail-oriented Services Delivery Manager to oversee the operational delivery, strategic administration, and continuous improvement of recurring regulatory review and information governance service engagements.

This role will serve as a key member of the Information Governance team and is responsible for independently managing client service delivery strategies, operational workflows, escalation resolution, and program performance.

This Services Delivery Manager exercises discretion and independent judgment in determining service delivery approaches, establishing engagement priorities, resolving operational and client issues, allocating resources, developing service delivery standards, and implementing process improvements that directly impact client satisfaction, operational effectiveness, and business performance.

This position is accountable for achieving service delivery objectives, profitability targets, quality standards, and program outcomes.

Key Responsibilities:

1.

Service Delivery Leadership: Manage recurring information governance service engagements and determine service delivery priorities, execution strategies, and operational approaches necessary to achieve client and business objectives.

2.

Operational Decision-Making & Escalation Management: Exercise independent judgment in evaluating operational risks, resolving client escalations, determining corrective actions, and balancing competing business priorities to ensure effective service delivery and customer satisfaction.

3.

Program Governance & Continuous Improvement: Develop, maintain, and refine service delivery standards, operational procedures, escalation protocols, quality assurance processes, and performance methodologies.

Identify opportunities for operational improvement and implement approved enhancements to improve scalability, efficiency, and service quality.

4.

Business Performance Management: Monitor and analyze service delivery performance, operational metrics, utilization trends, and engagement profitability.

Identify performance gaps, implement corrective actions, and recommend operational improvements that support business objectives and program performance.

5.

Client Relationship Management: Serve as a primary point of contact for assigned engagements and maintain strong client relationships through proactive communication, service oversight, issue resolution, and strategic coordination.

6.

Resource & Capacity Planning: Evaluate workload demands, service requirements, and operational priorities to develop resource allocation recommendations and capacity plans supporting effective service delivery and business objectives.

7.

Cross-Functional Leadership: Coordinate and influence activities across Information Governance, Client Support, Sales, Product, Billing, and Research teams to achieve service delivery objectives and resolve operational challenges.

8.

Reporting & Operational Analysis: Prepare, analyze, an...