Senior Service Delivery Manager

Lead and manage client service delivery operations in Nairobi.

• •The Senior Service Delivery Manager will lead and oversee delivery of client services, ensuring quality, operational efficiency and strong client relationships across CloudFactory's operations in Nairobi.
• •Key Responsibilities Manage service delivery operations and performance metrics.
• •Ensure client satisfaction and act as primary escalation point.
• •Coordinate cross-functional teams to meet SLAs and delivery targets.
• •Improve processes, quality and operational efficiency.
• •Lead, mentor and develop delivery teams.
• •Requirements Proven experience managing service delivery or customer support operations.
• •Strong stakeholder and client relationship management skills.
• •Experience leading and developing teams.
• •Operational excellence with focus on KPIs and SLAs.