Senior Specialist / Service Delivery Manager New Santa Ana
Convera Holdings, LLC., Santa Ana, CA, United States
Senior Specialist / Service Delivery Manager
Santa Ana
The Senior Specialist / Service Delivery Manager is responsible for end-to-end service delivery outcomes across assigned customers, portfolios, queues, or regions. This role ensures consistent, high-quality, and data-driven service delivery aligned to agreed SLAs and KPIs. Acting as the operational service owner and a senior escalation point, the role partners cross‑functionally with Operations, Sales and Product & Technology teams to translate insights into sustainable operational improvements. The role also provides coaching, quality assurance, and subject matter expertise to support continuous improvement and service excellence within the Customer Care team.
Key Responsibilities
Service Delivery Ownership & Execution
Own end-to-end service delivery performance for set customers across workflows, queues, regions, ensuring service level metrics are achieved
Ensure operational readiness for volume shifts, process updates, system changes, and new launches.
Act as senior escalation point for complex or high-impact customer issues, ensuring timely resolution.
Service Performance, Reporting & Analytics
Ensure consistent achievement of SLAs, KPIs, and service performance targets.
Monitor service metrics, identify trends, risks, and root causes, and drive corrective actions.
Prepare, analyse, and present customer and internal performance reporting, diagnostics, and insights.
Support demand, capacity, and workforce discussions through data-driven analysis.
Stakeholder & Client Management
Build and maintain strong relationships with internal and external stakeholders.
Lead or contribute to service review meetings, including preparation of insights, action plans, and documentation.
Partner cross‑functionally to resolve service challenges and improve operational processes.
Support RFP responses, solution design, and client onboarding or transition activities as required.
Drive root cause analysis and continuous improvement initiatives aligned to service outcomes.
Lead or support change initiatives, ensuring smooth implementation and stakeholder alignment.
Act as a subject matter expert on products, services, and operational capabilities.
Leadership, Coaching & Quality
Provide coaching, guidance, and quality feedback to specialists or junior team members.
Role model service excellence, customer advocacy, and operational best practices.
Support the development of service capability, consistency, and performance culture.
Experience & Qualifications
3–5+ years experience in Service Delivery, Operations, Customer Support, or SLA‑driven service environments
Strong experience managing service KPIs, SLAs, escalations, and operational performance.
Proven ability to translate data and insights into structured execution and improvement.
Experience presenting service performance and leading review or governance forums.
Degree preferred; equivalent experience considered depending on geography.
Familiarity with workforce management principles and service management frameworks (e.g. ITIL) is an advantage.
Core Competencies
Service ownership and accountability
Customer advocacy and stakeholder management
Structured problem solving and execution
Clear communication and influence
Benefits
Market competitive salary.
Great career growth and development opportunities in a global organization.
Hybrid schedule with 2 in the office per week.
Generous insurance (health, disability, life).
Paid holidays, time‑off, and leave policies for life events (maternity, paternity, adoption).
Paid volunteering opportunities (5 days per year).
This position follows a shift window from 6:00am-6:00pm Monday to Friday.
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Santa Ana
The Senior Specialist / Service Delivery Manager is responsible for end-to-end service delivery outcomes across assigned customers, portfolios, queues, or regions. This role ensures consistent, high-quality, and data-driven service delivery aligned to agreed SLAs and KPIs. Acting as the operational service owner and a senior escalation point, the role partners cross‑functionally with Operations, Sales and Product & Technology teams to translate insights into sustainable operational improvements. The role also provides coaching, quality assurance, and subject matter expertise to support continuous improvement and service excellence within the Customer Care team.
Key Responsibilities
Service Delivery Ownership & Execution
Own end-to-end service delivery performance for set customers across workflows, queues, regions, ensuring service level metrics are achieved
Ensure operational readiness for volume shifts, process updates, system changes, and new launches.
Act as senior escalation point for complex or high-impact customer issues, ensuring timely resolution.
Service Performance, Reporting & Analytics
Ensure consistent achievement of SLAs, KPIs, and service performance targets.
Monitor service metrics, identify trends, risks, and root causes, and drive corrective actions.
Prepare, analyse, and present customer and internal performance reporting, diagnostics, and insights.
Support demand, capacity, and workforce discussions through data-driven analysis.
Stakeholder & Client Management
Build and maintain strong relationships with internal and external stakeholders.
Lead or contribute to service review meetings, including preparation of insights, action plans, and documentation.
Partner cross‑functionally to resolve service challenges and improve operational processes.
Support RFP responses, solution design, and client onboarding or transition activities as required.
Drive root cause analysis and continuous improvement initiatives aligned to service outcomes.
Lead or support change initiatives, ensuring smooth implementation and stakeholder alignment.
Act as a subject matter expert on products, services, and operational capabilities.
Leadership, Coaching & Quality
Provide coaching, guidance, and quality feedback to specialists or junior team members.
Role model service excellence, customer advocacy, and operational best practices.
Support the development of service capability, consistency, and performance culture.
Experience & Qualifications
3–5+ years experience in Service Delivery, Operations, Customer Support, or SLA‑driven service environments
Strong experience managing service KPIs, SLAs, escalations, and operational performance.
Proven ability to translate data and insights into structured execution and improvement.
Experience presenting service performance and leading review or governance forums.
Degree preferred; equivalent experience considered depending on geography.
Familiarity with workforce management principles and service management frameworks (e.g. ITIL) is an advantage.
Core Competencies
Service ownership and accountability
Customer advocacy and stakeholder management
Structured problem solving and execution
Clear communication and influence
Benefits
Market competitive salary.
Great career growth and development opportunities in a global organization.
Hybrid schedule with 2 in the office per week.
Generous insurance (health, disability, life).
Paid holidays, time‑off, and leave policies for life events (maternity, paternity, adoption).
Paid volunteering opportunities (5 days per year).
This position follows a shift window from 6:00am-6:00pm Monday to Friday.
#J-18808-Ljbffr