Role Overview
We are seeking an experienced Service Delivery Manager (SDM) with 10–15 years of experience in Customer Support operations to lead and manage service delivery excellence in Azerbaijan. The ideal candidate will be responsible for ensuring high-quality customer support services, operational efficiency, SLA compliance, and stakeholder satisfaction.

Key Responsibilities

• Lead end-to-end service delivery for customer support operations.
• Ensure adherence to SLAs, KPIs, and quality standards.
• Drive customer satisfaction, retention, and continuous improvement initiatives.
• Manage and mentor customer support teams to achieve operational targets.
• Act as the primary point of contact for client stakeholders.
• Monitor performance metrics and prepare regular service reports.
• Identify process improvement opportunities and implement best practices.
• Handle escalations and ensure timely resolution of customer concerns.
• Collaborate cross-functionally with internal teams to enhance service performance.

Required Qualifications & Skills

• 10–15 years of experience in Customer Support / Service Delivery Management.
• Proven experience managing large customer support teams.
• Strong understanding of SLA management, KPI tracking, and performance governance.
• Excellent stakeholder management and communication skills.
• Strong problem-solving and decision-making capabilities.
• Fluency in Russian, English, and Azerbaijani (AZN) – both written and verbal (Mandatory).
• Ability to work in a fast-paced, client-facing environment.

Preferred Qualifications

• Experience working with international clients.
• ITIL certification or equivalent service management certifications (preferred).
• Experience in multi-lingual customer support environments.

Interested candidates can send their cv to the e-mail address in the Apply for job button.