Service Delivery Manager (Technical) in at SupportNinja

Work Setup: On-site in Cluj, Romania

The Manager, Service Delivery (Technical) is responsible for overseeing day-to-day team operations to ensure service excellence and client satisfaction. This role manages supervisors and frontline staff, monitors performance against key metrics, and implements operational processes to support efficiency, quality, and compliance.

The role requires someone who can quickly learn technical products, tools, systems, and workflows, then translate that information into clear, practical, and engaging learning experiences. Your ability to support technical account launches, partner with business leaders, and uphold company values will play a key role in improving learner readiness, operational performance, and client satisfaction across various functional groups.

What does a day in the life of a Manager, Service Delivery (Technical) look like?

• Determine training needs and requirements for technical accounts and various functional groups.

• Manage supervisors and frontline associates to meet operational goals and client expectations

• Set performance standards, provide coaching, and conduct evaluations to support employee growth and development

• Monitor KPIs, SLAs, and operational metrics to assess performance and implement corrective actions as needed

• Foster a positive work environment that promotes collaboration, engagement, and teamwork

• Identify training needs and support development opportunities to strengthen team capabilities

• Collaborate with clients to understand requirements, address concerns, and ensure satisfaction

• Support the implementation of operational strategies, policies, and procedures to improve efficiency and effectiveness

• Assist with budget management, resource allocation, and cost control within the assigned area of responsibility

• Identify opportunities for process improvement and contribute to standardization and best practices

• Ensure compliance with organizational policies and procedures while maintaining high-quality service delivery

• Prepare and deliver reports on operational performance as required

• Adheres to company policies and procedures

• Meets or exceeds performance targets for related KPI’s

• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Performs other duties as assigned

What are the required qualifications of a Manager, Service Delivery (Technical)?

• Bachelor’s degree in Business Administration or related field preferred
• Minimum 2–3 years of experience managing technical support or technology service delivery operations, with working knowledge of software troubleshooting, API integrations, developer support, and technical account management, preferably in a call center or customer service environment.
• Strong knowledge of service delivery practices, performance management, and client relations
• Proven ability to lead and motivate teams to achieve performance targets
• Strong organizational, planning, and problem-solving skills with the ability to manage multiple priorities
• Excellent verbal and written communication skills with strong interpersonal abilities
• Proficiency with computers, CRM systems, and related business applications
• Customer-focused mindset with results-oriented approach

Benefits:

• 21 days of annual leave credits

• Medical

• Remote Work Allowance (400 lei gross/month)

• Meal tickets (40 lei/working day)

If you are interested, you can access your instant interview here: https://alpharun.com/i/Pj3NFwHfHTQd65cya_y1Y

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