Service Delivery Manager

At Symbos we bring together people technology and insight to deliver meaningful customer and operational outcomes. With Australian roots and a growing global footprint we partner with organisations to build high-performing teams create connected customer experiences and drive operational excellence at scale. Our culture is grounded in trust collaboration and continuous growth with a strong focus on enabling our people to do their best work.

We are looking for an experienced Service Delivery Manager to lead end-to-end service delivery across multiple lines of business within a fast-paced BPO environment. This role plays a key part in ensuring operational excellence strong client partnerships sustainable financial performance and high-performing teams.

• Lead day-to-day operations across multiple programs ensuring service levels KPIs and client commitments are consistently met or exceeded
• Drive operational improvements across productivity quality cost efficiency and customer experience
• Build and lead high-performing teams through strong leadership of managers team leaders and support functions
• Partner closely with clients and internal stakeholders to manage escalations drive change initiatives and support continuous improvement
• Oversee financial performance including budgeting forecasting and cost control
• Champion transformation initiatives such as process optimisation automation and technology adoption
• Ensure compliance with company policies client requirements and regulatory standards

• Bachelors degree in Business Management or a related field
• 7 to 10 years of BPO operations experience with at least 3 years managing multiple programs or clients
• Strong understanding of core BPO metrics including service levels productivity quality and customer satisfaction
• Proven leadership capability with the ability to engage develop and influence teams and stakeholders
• Data-driven analytical and confident in making decisions in a client-driven environment

• Full-time permanent role
• Flexibility to support shifting schedules across different clients or geographies may be required

Join a growing team where you can shape outcomes influence client success and build high-performing operations in a dynamic people-centred environment.