Service Delivery Lead

• Schedule: 8:00 AM - 5:00 PM PST (Full-time) 
• Location: South Africa
• Compensation: $2500/month
• Target start date: ASAP

About Inside Out

Inside Out is a premium headhunting concierge for U.S. founders looking to hire elite virtual talent. We source, vet, and deliver top-tier VAs from the Philippines, Latin America, Egypt, and South Africa. Clients pay only when they hire—and every hire is backed by a 6-month guarantee.

We’re growing fast, and we’re obsessed with client experience, quality placements, and building a remote delivery engine that scales without breaking.

Role Overview

We’re hiring a Service Delivery Lead to own the day-to-day success of our client delivery engine.

Your mission: drive efficient client search execution from intake to hire with consistent quality and professional communication.

You will lead recruiters and account managers to meet SLAs, resolve bottlenecks, and drive consistent delivery outcomes across all active searches. You are the operational leader responsible for ensuring seamless execution and client satisfaction.

Key Responsibilities

Client Delivery & SLAs

• Own all active searches across client accounts
• Monitor timelines, shortlist quality, and pipeline health
• Escalate and resolve delivery issues or underperformance
• Keep delivery on track with client expectations and internal KPIs

Team Leadership & Performance

• Run weekly delivery huddles with recruiters and AMs
• Coach team on communication, quality, and process adherence
• Partner with Operations on metrics, accountability, and corrective actions

Process Execution & Optimization

• Ensure full adherence to delivery playbooks, SOPs, and quality standards
• Identify bottlenecks and propose improvements to tools or workflows
• Enforce delivery discipline without micromanaging

Reporting & Communication

• Maintain a delivery dashboard (live roles, blockers, red accounts)
• Provide weekly updates to the founder and Ops Manager
• Collaborate on capacity planning and future hiring need

Who This Role Is For

You might be a fit if you:

• 3-5+ years of experience leading service delivery teams in recruiting or staffing
• Proven ability to drive results through team leadership, not individual execution
• Disciplined operational approach with ability to enforce processes and standards
• Direct, clear communication style with ability to manage multiple stakeholders
• Experience managing stakeholder relationships and resolving operational conflicts
• Track record of improving operational efficiency and process effectiveness

Who This Is Not For

• You’re passive, reactive, or afraid to hold people accountable
• You wait for permission to lead
• You’ve only been an individual contributor without team leadership experience
• You crumble under ambiguity or fast-moving environment

How Success Will Be Measured

• % of searches filled within SLA
• Shortlist quality (based on internal and client feedback)
• Recruiter and AM performance against weekly goals
• Client satisfaction and retention
• Delivery rhythm and pipeline visibility

Tools We Use

• Jazz HR
• Asana
• GoHighLevel
• Google Workspace
• Loom