About the job

The Service Delivery Manager oversees end-to-end delivery of client campaigns in Customer Support, Data Labelling, and Content Moderation. This role ensures operational excellence, client satisfaction, and consistent achievement of performance and quality targets. The SDM acts as the bridge between clients and internal teams, leading execution, communication, and continuous improvement to maintain BUNCH’s high service standards.

Key Responsibilities

• Manage daily operations of assigned client campaigns, ensuring all SLAs, KPIs, and quality targets are consistently met.
• Oversee staffing, scheduling, and workload distribution to maintain efficient coverage across shifts and campaigns.
• Act as the main point of contact for clients, handling escalations, performance updates, and regular business reviews.
• Collaborate with internal teams (Training, QA, HR, and Workforce Management) to align on performance goals and process changes.
• Review operational reports and analytics to identify trends, root causes, and improvement opportunities.
• Lead team huddles, calibration sessions, and process alignment meetings with internal and client stakeholders.
• Develop, update, and maintain documentation including SOPs, process flows, and performance reports.
• Support onboarding of new projects, including process setup, training coordination, and knowledge transfer.
• Drive continuous improvement initiatives focused on efficiency, accuracy, and client satisfaction.
• Mentor and coach Team Leads, fostering a high-performance culture of accountability and collaboration.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• 5+ years of experience in BPO or outsourcing operations, with at least 2 years in a managerial or client-facing role.
• Proven experience managing teams in Customer Support, Data Labelling, or Content Moderation.
• Strong understanding of SLAs, QA processes, and performance management frameworks.
• Excellent communication, client management, and leadership skills.
• Data-driven mindset with proficiency in using operational dashboards and reporting tools.
• Highly organized, detail-oriented, and able to manage multiple client campaigns simultaneously.

Preferred Qualifications

• Experience in scaling service delivery operations for global clients.
• Knowledge of AI data pipelines, annotation tools, or content moderation platforms.
• Familiarity with project management tools (e.g., Asana, Airtable, ClickUp).
• Certification in project management or service delivery (PMP, ITIL, etc.) is a plus.

Work Environment and Benefits

Career Growth:

Join a company that values operational excellence and leadership development. As a Service Delivery Manager, you’ll have the opportunity to take on larger portfolios, mentor future leaders, and shape delivery strategies for high-growth clients.

Employee-Centric Culture:

We foster collaboration, accountability, and innovation — with a strong focus on work-life balance and team empowerment.

Client-Centric Approach:

Work directly with international clients in the tech and AI industries, managing critical service lines that impact their growth and success.

Organizational Excellence:

Be part of a company that runs on lean, agile processes and embraces innovation to deliver world-class outsourcing solutions.

Company

BUNCH is a modern outsourcing service company partnering with international high-growth tech startups that will become the unicorns of the next decade. Our clients span the US, Europe, and China, and operate in industries such as AI, e-commerce, SaaS, Fintech, and Adtech.

The founding team comes straight from the tech startup world, enabling BUNCH to move fast, operate lean, and focus on what matters most: people, precision, and performance. Visit us at

Job Type: Full-time

Application Question(s):

• How much is your expected salary?

Experience:

• Service Delivery Management: 4 years (Preferred)
• BPO : 2 years (Preferred)

Work Location: In person