Service Delivery Manager

📋 Description

• • As the Service Delivery Manager at Infinity Constellation Technologies Inc., you will embody the role of an operational scrum master, dedicated to ensuring our Executive Assistance (EA) team consistently delivers exceptional service with seamless efficiency. Your primary objective is to foster an environment where EAs can operate at their peak performance, free from friction, delays, or misalignments, mirroring the agile principles of shipping high-quality software.
• • You will serve as the vital connective tissue, bridging communication and workflow between Executive Assistants, EA Managers, and senior leadership. This involves meticulously ensuring that operational workflows are optimized, client assignments are strategically prioritized, and any impediments hindering progress are swiftly identified and removed. Your keen eye for detail will be instrumental in spotting bottlenecks in our service delivery pipeline, designing and implementing more effective processes, and cultivating a delivery cadence that expertly balances the critical demands of quality with the necessity of velocity.
• • Infinity Constellation Technologies Inc. is a rapidly expanding startup revolutionizing the delivery of elite executive assistance to a discerning clientele, including founders, C-suite executives, and high-net-worth individuals. Our clients have come to expect a superior level of service characterized by proactivity, strategic insight, absolute discretion, and an effortlessly seamless experience. The EA team embodies these expectations through a dual commitment to competence and kindness, the foundational pillars of our company culture.
• • We operate with the agility and adaptability characteristic of a high-performing technology organization. This means we are constantly iterating, actively learning from feedback, and continuously refining our systems and processes at an accelerated pace. Our work environment is deeply collaborative, supportive, and relentlessly focused on achieving sustainable excellence in every aspect of our service delivery.
• • This role is of paramount importance to our mission of scaling delivery excellence. By providing the robust operational foundation our Executive Assistants need to excel, you will directly contribute to ensuring our clients receive the consistently seamless and high-quality experience they have come to expect. You will play a key role in defining not only the sophisticated systems that underpin our operations but also the essential rhythms and rituals that will power our organization through its next significant phase of growth.
• • Your core responsibilities will encompass overseeing the weekly and daily operational cadences for EA service delivery, meticulously ensuring that all client work progresses efficiently through the service pipeline. You will lead structured delivery stand-ups and sync meetings, fostering alignment, proactively surfacing potential blockers, and reinforcing a culture of accountability among the team.
• • You will expertly manage the intake and allocation of new client work, working in close collaboration with EA Managers to ensure equitable workload distribution and clear, strategic prioritization of tasks. A critical part of your role will be identifying process gaps, recurring friction points, or inefficiencies within our service delivery framework and driving iterative improvements to systematically eliminate them.
• • You will partner closely with EA Managers on strategic client delivery planning, assisting in the accurate scoping of requests and proactively identifying potential instances of overextension or scope creep to maintain service quality and manage expectations.
• • A key performance indicator will be your ability to monitor critical delivery metrics, such as turnaround times, workload balance across the team, and client satisfaction scores, using this data to guide and inform continuous improvement initiatives.
• • You will serve as the primary escalation point for any operational issues that have the potential to impact service delivery or the overall client experience, ensuring timely and effective resolution.
• • Cross-functional collaboration will be essential, as you will work closely with teams across Operations, People, and Product (specifically concerning internal tools) to optimize our overarching systems and workflows for maximum efficiency and effectiveness.
• • Furthermore, you will actively coach both EAs and Managers in agile-style practices, including sprint planning, retrospectives, and commit-to-deliver habits, thoughtfully adapted to the unique demands of a service-oriented delivery environment.
• • This role is designed for an individual who thrives in dynamic settings, possesses a deep understanding of operational efficiency, and is passionate about enabling high-performing teams to deliver exceptional service.