Service Delivery Manager

Service Delivery Manager_Travel

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.

Job Profile

Key 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.

Knowledge, Skills & Competencies 

• Strong professional presence and communication skills.

• Travel GDS and CRM knowledge

• Comprehensive understanding of relevant Travel Industry specific standards and regulations

• Ability to thrive in fast-paced, evolving environments.

• Strategic leadership, delegation, and coaching capabilities.

• Business acumen and client trust-building.

• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio).

Work Experience & Qualifications 

• 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.

Language Requirements 

• Highly proficient communication in English (verbal and written) required 

• Proficient communication in French (verbal and written) preferred
 

Travel, Schedule & Availability 

• This position is a non-travel position. 

• Flexible schedule, including evenings, based on business needs. 

Work Environment & Physical Requirements 

• Must have a dedicated, quiet, and private workspace free from distractions.

• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.

• Reliable high-speed uninterrupted internet connection meeting minimum company standards.

• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.

• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies

Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.