EMEA Service Delivery Manager - KSC in London

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:

• 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 Compliance Policy.

Education/Experience:

Bachelor’s degree from a four-year college or university. Minimum of five years of managerial experience and at least three years of global or regional immigration/mobility experience. Or an equivalent combination of education and experience. To perform this role successfully, the individual should have working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, Adobe, remote meeting software, and be comfortable working with databases. Ability to read, analyse, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Benefits:

• Hybrid working model
• 25 days annual leave plus bank holidays
• Private healthcare (single cover)
• Auto-enrolment pension scheme (3% employer contribution / 5% employee contribution)
• Life assurance (4x annual salary)
• Eyecare vouchers
• Enhanced sick pay and family leave
• Perkbox rewards & benefits platform
• Employee referral program
• Recognition awards (Above & Beyond)
• Long service awards

About Us: CIBT is a leading global provider of immigration and visa services for corporations and individuals, operating in 25 countries worldwide. With more than 30 years of experience, CIBT is the trusted service provider to many of the world’s leading companies, including a majority of the Fortune 500. CIBT delivers a comprehensive suite of services through two primary brands: Newland Chase, a wholly owned subsidiary specializing in global immigration strategy and advisory services for corporate clients worldwide, and CIBTvisas, a market leader in business and travel visa services for both corporate and individual clients. Through its global expertise and extensive network, CIBT helps organizations and travelers navigate complex travel and immigration requirements in a fast, convenient, and secure manner.

Equal Employment Opportunity: CIBT is committed to building a diverse, equitable, and inclusive workplace where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, ethnicity, national origin, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, disability, medical condition, marital or family status, veteran status, genetic information, or any other characteristic protected by applicable local law. CIBT is committed to providing reasonable accommodations throughout the recruitment and employment process for individuals with disabilities or other accessibility needs. If you require assistance or an accommodation, please contact us at GlobalRecruiting@cibt.com