Service Delivery Manager

About Hugo

Hugo is a next-generation BPO built for todays work. With a global team of over 4500 people we specialize in high complexity judgment led workflows where nuance matters and legacy playbooks break. Our teams deliver some of the worlds most demanding digital operations including AI and model evaluation multimodal trust and safety crisis and escalation workflows and advanced customer experience programs.

We built our workforce to thrive in ambiguity. Our university trained teams operate with AI enabled workflows strong analytical rigor and a culture that rewards accuracy and ownership. Since 2017 we have scaled rapidly while maintaining exceptional retention and a reputation for world-class execution.

We are enterprise-ready but we deliver it differently. We maintain the full compliance security standards and operational rigor required to compete with the largest global BPOs yet operate with the agility and intelligence of a modern analytics-driven organization. Our teams think like consultants rather than traditional agents pairing smart problem-solving with structured execution. This gives clients the reliability and sophistication expected from top-tier providers while also bringing enterprise level capability to smaller companies that typically cannot access it.

Our mission drives everything. Outsourcing generates massive global value yet only a small fraction reaches African communities. Hugo is changing that by channeling opportunity into Africa building meaningful careers and showing that African talent can power the future of the digital economy.

Role Summary

The Service Delivery Manager is responsible for ensuring operational excellence and consistent service delivery across Hugos client programs. You will lead multi-channel operations (Voice Chat Email) across two South African sitesCape Town and Johannesburgdriving SLA achievement client satisfaction and team performance. This role is ideal for an experienced operations leader who thrives in fast-paced contact center environments and is passionate about developing high-performing teams and building strong client relationships.

Why Join Hugo

At Hugo were redefining BPO by combining world-class operations innovative technology and a people-first culture. As a Service Delivery Manager you will:

• Lead high-impact programs across two sites and shape the delivery experience for global clients

• Develop and coach Team Leads and frontline teams to achieve operational excellence

• Partner with clients to drive strategic outcomes influence SLAs and expand opportunities

• Thrive in a collaborative growth-focused environment with professional development and career progression opportunities

Key Responsibilities

Operational Delivery & Excellence

• Own end-to-end service delivery for assigned programs ensuring SLAs KPIs and client expectations are met

• Monitor real-time performance address service gaps and implement corrective actions proactively

• Drive operational efficiency and cost optimization while maintaining quality

Team Leadership & Performance Management

• Lead coach and develop Team Leads overseeing agents across multiple channels and sites

• Ensure operational consistency best practice sharing and performance accountability

• Conduct performance reviews calibrations and implement improvement plans

• Partner with Quality Assurance to uphold service standards and enhance customer experience

• Support hiring onboarding talent development and retention initiatives

Client & Stakeholder Management

• Serve as the primary operational contact for assigned client accounts

• Lead WBRs and support MBRs with performance insights trends and action plans

• Translate operational data into actionable insights using dashboards and reporting

• Identify risks escalate issues and develop mitigation strategies

• Collaborate with Program/Account Director on contract renewals expansions and client growth

Workforce Planning & Capacity Management

• Partner with Workforce Management to forecast plan capacity and allocate resources

• Support headcount and scheduling analysis to balance service levels and labor costs

• Coordinate with Recruitment and Training to maintain pipeline and bench strength

Required Qualifications

Education & Experience

• Bachelors degree in Business Operations Management Industrial Engineering or related field (MBA preferred)

• 57 years in BPO/contact center operations with 3 years managing Team Leads or supervisors

• Experience managing multi-channel operations (Voice Chat Email) in high-volume client-facing programs

• Track record supporting global clients and complex stakeholder environments

Technical & Functional Skills

• Deep knowledge of KPIs: SLA AHT FCR CSAT/NPS QA scores adherence occupancy shrinkage

• Workforce Management expertise: forecasting scheduling real-time management

• Proficient in Excel/Google Sheets Power BI/Tableau and CRM/contact center tools (Salesforce Zendesk Genesys etc.)

Leadership & Interpersonal Skills

• Exceptional communication presentation and executive presence

• Strong analytical problem-solving and data-driven decision-making abilities

• Proven ability to lead coach and develop high-performing teams

• High emotional intelligence with change management and conflict resolution skills

• Client-focused with strong commercial awareness

Key Performance Indicators (KPIs)

• Service Levels: Consistent attainment of SLAs

• Quality: Maintain QA scores at or above client thresholds

• Client Satisfaction: High CSAT/NPS scores and positive feedback

• Operational Efficiency: Meet productivity AHT and cost-per-contact targets

• Team Performance: Engagement retention and professional development of Team Leads and agents

• Client Retention: Support contract renewals and expansion opportunities

Compensation

Hugo offers a competitive compensation package aligned with the scope impact and seniority of this role.