სერვისის მიწოდების მენეჯერი

Service Delivery Manager (SDM)

About us

Evolvexe is a Georgia-based business process outsourcing (BPO) company providing multilingual customer and technical support services to international clients. We combine skilled local talent, structured operational management, and secure, technology-enabled processes to deliver reliable and scalable customer support services across European markets.

Position Overview

Evolvexe is looking for a highly experienced and strategically minded Project Manager with extensive experience in customer support field to take ownership of the operational development and continuous improvement of our new customer service project.

This is a senior management position requiring strong strategic and analytical thinking, leadership, and the ability to continuously improve and refine existing management and operational structure and motivate the team. The candidate will be expected to analyze the project from both operational and strategic perspectives, identify weaknesses and bottlenecks, and implement concrete measures to improve performance, workforce utilization, management effectiveness, and service quality.

The successful candidate must be comfortable setting high expectations, demanding measurable results, and holding the team accountable while simultaneously supporting their professional development.

Key Responsibilities

Strategic & Operational Management

• Take overall responsibility for the strategic and operational development of the project.
• Continuously analyze the existing operational structure and identify opportunities for improvement.
• Review and optimize the distribution of responsibilities, tasks, and workforce across the project.
• Ensure that available resources are utilized effectively and aligned with operational priorities and business requirements.
• Identify operational bottlenecks, structural weaknesses, inefficient processes, and performance gaps and develop concrete corrective measures.
• Improve daily routines and ensure clear ownership and accountability across the operational structure.
• Introduce and maintain a strongly data-driven approach, where decisions and actions are supported by measurable results and operational analysis.
• Proactively identify risks and negative trends before they significantly affect project performance.

Performance Management & Leadership

• Set clear performance expectations for the management team and continuously follow up on agreed actions and results.
• Actively challenge the team to achieve and maintain required KPI and quality targets.
• Ensure that performance issues are addressed quickly, consistently, and with clearly defined improvement actions.
• Analyze individual and team performance to identify recurring weaknesses and development areas.
• Ensure effective communication and cooperation between different management functions and operational teams.
• Create a culture of accountability, ownership, continuous improvement, and high performance.

Quality, Feedback & Training

• Participate regularly in agent and management feedback sessions to evaluate the effectiveness and quality of the feedback process.
• Participate in onboarding, refresher, and performance-related training sessions where required.
• Identify weaknesses in existing training and feedback processes and introduce improvement measures.
• Work closely with Quality, Training, Team Leadership, and Operations to ensure that identified quality issues are converted into concrete actions.
• Analyze recurring errors and quality trends to determine their root causes rather than addressing individual cases only.
• Ensure that corrective actions are followed through and their impact is measured.

Client Communication

• Take ownership of the preparation and presentation of Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR).
• Ensure that business reviews provide meaningful analysis rather than only reporting figures.
• Clearly explain performance developments, root causes, risks, improvement measures, and next steps.
• Present operational performance and strategic initiatives professionally to internal and external stakeholders.
• Maintain transparent and solution-oriented communication with the CEO and the Client regarding project performance, challenges, and development opportunities.

Candidate Requirements:

• At least 3 to 5 years of experience in a senior/top management position, with significant responsibility for operational performance, people management, and business results.
• Flexibility for periodic travel between locations: the primary work location is Tbilisi, with the expectation of spending several consecutive days per month at the secondary site in Kutaisi.
• Proven track record of successfully managing and improving complex operational environments.
• Strong strategic and analytical thinking, with the ability to translate data and observations into concrete management actions.
• Demonstrated ability to identify structural and operational weaknesses and implement sustainable improvements.
• Strong leadership personality with the ability to set expectations, challenge and motivate teams, demand results, and ensure accountability.
• Excellent understanding of performance management, workforce allocation, process optimization, and continuous improvement.
• Experience in BPO, Customer Support, Contact Center, Service Delivery, or a related operational environment will be considered a strong advantage.
• C1-level English is mandatory, both written and spoken.
• Knowledge of German language skills will be considered a strong advantage.
• Strong presentation and stakeholder-management skills.
• Advanced ability to work with KPIs, operational reports, trends, and performance data.

What We Offer:

• Competitive Salary: Tailored individually based on experience and qualifications.
• Performance Bonuses: Significant operational and quality bonuses to drive motivation and reward results.
• Health Insurance: Comprehensive coverage for you and your family.
• Paid Time Off: Paid vacation and generous leave policy.
• Training & Development: Comprehensive, informative paid training and ongoing opportunities for professional growth.
• Workplace Culture: A trust-based, empowering environment built on open feedback and strong teamwork.
• Modern Office: A high-standard, comfortable, and friendly work environment located in Tbilisi.

What We Expect From This Role

The SDM should not simply maintain existing operations. The position is expected to continuously challenge, analyze, and improve the project.

We are looking for someone who can understand the bigger picture while remaining sufficiently involved in daily operations to recognize where improvement is required. The candidate should be able to identify what is not working, understand why it is not working, define what needs to change, assign clear ownership, and ensure that agreed actions lead to measurable results.

The ultimate objective of the position is to create a stronger management structure, more efficient and motivated workforce and task distribution, higher operational discipline, improved quality, and sustainable project performance.

If you are interested, kindly upload your CV on the provided link:

hel-ai.com — ბმულის გახსნა

Best of luck!