Service Delivery Manager

Service Delivery Manager (Insolvency)

The Role

We are looking for a Service Delivery Manager to lead governance adherence, optimize processes, and enhance customer support operations. In this role, you will collaborate with internal and external stakeholders to improve service efficiency, streamline workflows, and drive continuous improvement. You will also oversee governance meetings, manage escalations, and ensure seamless execution of end-to-end processes.

Duties and Responsibilities

• Establish and maintain strong partnerships, ensuring teams adhere to governance frameworks while executing end-to-end processes and tasks through the partner model.
• Identify and implement cost-effective process improvements by minimizing unnecessary steps, reducing handoffs, and leveraging automation while maintaining service quality.
• Lead and coordinate internal and external teams/stakeholders within a structured Governance Framework, ensuring seamless execution of responsibilities.
• Collaborate with internal and external partners to assess customer feedback and conduct Root Cause Analysis, driving improvements in customer support processes and ensuring a seamless end-to-end experience.
• Organize and facilitate governance meetings at various intervals (weekly, monthly, quarterly, and annually), overseeing performance reviews, service alignment, continuous improvement initiatives, risk mitigation strategies, and action planning.
• Optimize operational efficiency by working closely with internal stakeholders to enhance the end-to-end customer support experience.
• Foster a growth mindset by promoting knowledge-sharing and continuous learning across all levels regarding Aryza products.
• Maintain a customer-centric approach by ensuring internal teams have the necessary information to communicate effectively with customers.
• Serve as the primary point of contact for Service Delivery, ensuring efficient and timely resolution of issues and escalations.
• Provide support to internal Customer Support teams in handling customer inquiries related to Aryza products.
• Drive continuous process enhancement through ongoing feedback and improvement initiatives.
• Attend periodic business reviews (monthly, quarterly, and annually) in collaboration with senior management.
• Manage and coordinate annual performance reviews in partnership with internal stakeholders.

About Aryza

Aryza is a pioneering technology company. We work with our customers and partners to create and deliver solutions that improve the financial health and lives of the millions of people who engage with our products every day. Our mission is to transform the financial relationship businesses have with their customers. 

Focused on the credit, insolvency, and debt recovery sectors, Aryza’s solutions automate a wide range of activities including onboarding, data collection and affordability assessment, administration, recovery, and payment processing, covering every stage of the debt cycle.

Aryza’s solutions are underpinned by unrivalled expertise and powerful data.  Since its foundation in 2002, the business has grown rapidly. Within the last 5 years, Aryza has made 9 acquisitions, expanding product portfolio, geographic and customer footprint. Today Aryza has global operations across four continents and employs over 450 people.