Bilingual Service Delivery Manager

Bilingual Service Delivery Manager

Date: Apr 3, 2026

Location: New Brunswick, CA

Company: International SOS

Service Delivery Manager_Travel

This is a newly created permanent position.

Must be located in New Brunswick, CAN

Languages: English-French

The Service Delivery Manager is responsible for leading and managing the day-to-day operations of the Service Delivery team across travel and lifestyle services.

This role ensures the delivery of exceptional client experiences, meets business and quality goals, and fosters employee engagement.

The manager will coach and develop high-performing teams, drive operational excellence, and support strategic initiatives to exceed client expectations and contractual commitments.

Job Profile

Key Responsibilities

• Lead, coach, and motivate remote teams, ensuring effective training, support, and performance evaluations.

• Manage staffing levels aligned with business needs.

• Establish clear goals and standards, monitor progress, and address development needs.

• Design and implement recognition programs to drive engagement.

• Maintain team engagement through consistent activities and HR collaboration.

• Manage operations to meet budget, quality, productivity, and satisfaction goals.

• Develop and document SOPs for new and existing policies.

• Partner with HR and Training to ensure hiring and training excellence.

• Build infrastructure to support new and growing business.

• Champion a high-touch service culture aligned with Extraordinary Every Time.

• Ensure adherence to call and case quality standards.

• Resolve escalations and complaints with urgency and professionalism.

• Support audit readiness and ensure compliance.

• Maintain alignment with Aspire Lifestyles and International SOS policies.

• Establish consistent communication channels across teams.

• Deliver performance presentations to senior management and clients.

• Other Duties as assigned.

Knowledge, Skills & Competencies

• Strong professional presence and communication skills.

• Travel GDS and CRM knowledge

• Comprehensive understanding of relevant Travel Industry specific standards and regulations

• Ability to thrive in fast-paced, evolving environments.

• Strategic leadership, delegation, and coaching capabilities.

• Business acumen and client trust-building.

• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio).

Work Experience & Qualifications

• Minimum 5 years in travel, lifestyle, or hospitality services.

• Minimum 5 years managing teams of 15+ in a call center environment.

• Must possess relevant Supervisor Travel Industry Certification accordance with local requirements

• Experience with travel programs (air/hotel) and B2B models preferred.

• Bachelors degree or equivalent experience required.

Language Requirements

• Highly proficient communication in English (verbal and written) required

• Proficient communication in French (verbal and written) required

Travel, Schedule & Availability

• This position is a non-travel position.

• Flexible schedule, including evenings, based on business needs.

Work Environment & Physical Requirements

• Must have a dedicated, quiet, and private workspace free from distractions.

• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.

• Rel