WorkNomads is seeking a Customer Service Delivery Manager to join our team, working onsite in Belgium. Dare to have a mission: Prepare and lead weekly and monthly client meetings, ensuring structured communication and transparency. Serve as the main client contact, centralizing communication structures and streamlining requests. Lead and manage Team Coaches and the Technical Business Analyst to ensure alignment on priorities and deliverables. Collaborate with the Business Analyst to identify and address gaps in current reporting; write requests for and validate structured automatic reports. Provide structured weekly updates to the client, including key metrics and ongoing actions. Maintain an overview of ongoing projects, topics, and recurring tasks for full operational visibility. Develop and lead the strategic milestones roadmap, ensuring delivery in line with contractual and business objectives. Define and maintain KPIs and PIs, coordinating target values with the client to align with strategic goals. Track performance on key metrics and implement mitigation strategies when targets deviate; maintain transparent communication with the client on performance and corrective actions. Based on analytical reports, prioritize issues and initiatives according to expected impact and propose actionable insights to improve customer experience, sales, and service quality. Review the capacity plan regularly, ensuring accuracy and resource adequacy; identify and correct deficiencies proactively. Establish a quality compliance system to ensure agents receive consistent coaching and evaluations. The tools in your backpack: Bachelor's or Master's degree in Business Administration, Management, or a related field Proven experience in customer service management, client relations, or