EMEA Service Delivery Manager - KSC

Reports To: Director, Key Strategic Accounts  Location: UK, London  Department: Operations  Hours: 40 hours per week excluding lunch breaks Travel: Some travel may be required    Position Overview: The Service Delivery Manager is responsible for ensuring consistent immigration service delivery across the EMEA region while managing client relationships, casework and day-to-day team operations.

The role combines hands-on case management with team guidance, workload coordination, quality oversight and support for key client stakeholders. The successful candidate will provide expert guidance on visa processes, manage escalations, support reporting and audits, and work closely with internal teams and client contacts to maintain high service standards, compliance and effective delivery.   Essential Duties and Responsibilities: Other duties may be assigned.    Service Delivery & Case Management Ensure consistent service delivery within the EMEA region in accordance with the global programme and serve as a point of contact for key client stakeholders.

Work with local CIBT Management on day-to-day processes, manage the distribution of work across the team, and ensure the team provides a superior level of service to clients. Manage casework alongside managerial duties, advising employees on visa requirements and processing times, assessing client risk, and escalating potential issues in a timely manner. Prepare visa applications and supporting documentation, respond to foreign government inquiries, develop and maintain clear timelines for each case, monitor application deadlines, and complete assigned work within the appropriate timeframes.

Provide final quality review prior to submission to the consulate. Work with VIPs, Admins and group travel resources, providing expert consultation on outbound visa needs. Maintain strong knowledge of INON and Immigo, ensuring both systems are monitored and WIP is maintained. Assist with drafting and coordination of Business Cover Letters and Letters of Invitation regionally. Act as a key point of contact for CIBT and Newland Chase leaders for questions relating to these documents and maintain the key list of customer contacts that provide signatures.

Perform weekly audits as requested by the client. Client & Stakeholder Management Actively listen to client needs to ensure they are met, anticipate needs and offer proactive solutions, while communicating regularly with clients and building strong relationships focused on business needs. Build strong relationships with KSC client stakeholders, serve as an ambassador of CIBT, and identify opportunities for new business.

Act as the centralized contact for all CIBT and Newland Chase leaders who have staff supporting the customer across the region, including onsite staff and staff based in local offices. Hold regular calls with CIBT and Newland Chase leaders regarding customer needs, business results, gap resolution and key objectives. Work closely with the Global Account Manager to support customer business needs, including special reporting requests, support for group movements and monitoring of overall business.

Work closely with the client stakeholder’s Travel Mobility team, who are the customer’s main global contacts. Act as an escalation point of contact, report concerns, issues and business changes to Operations Leaders immediately, and partner with them to find immediate solutions. Provide review and analysis of visa trends, status updates and reports as requested by the client. Team Management & Development Provide first-level support to the onsite team by handling questions, guiding team members on processes and supporting training and development.

Provide training assistance and guidance to new team members. Foster a sense of pride and strong morale within the team. Compliance Ensure consultants comply with the Foreign Corrupt Practices Act and CIBT’s Consulate Complianc