Head of Change Management

As a Service Delivery Manager at our company, your role involves managing the end-to-end Service Delivery functions for our global Managed Services customer base. Your primary focus will be on ensuring superior customer experience, proactive delivery, stakeholder alignment, and operational excellence to meet SLA compliance, customer satisfaction, and revenue realization targets. **Key Responsibilities:** - Manage overall Service Delivery performance for global customers, ensuring SLA adherence and service excellence. - Act as the customer advocate, ensuring expectations are clearly understood and met. - Drive key OKRs and KPIs including SLA compliance, CSAT, quality assurance, cost efficiency, and first-time right deliveries. - Lead cross-functional collaboration with various teams to ensure smooth delivery. - Develop and maintain delivery projections, including financial impact and revenue forecasts. - Monitor, analyze, and report on performance trends, risks, and opportunities. - Manage customer escalations effectively and drive continuous improvement initiatives. - Oversee churn management efforts to minimize customer attrition. - Lead transformation and governance programs for process optimization and automation. - Build, mentor, and coach a high-performing service delivery team. - Partner with HR to hire and develop top talent aligned with organizational goals. - Champion company values, employee engagement, and recognition programs. **Qualification & Experience:** - Technical Graduate (B.E./B. Tech). - 15+ years experience in customer service or telecommunications; customer service experiences a must. - Able to work under tight deadlines and produce high-quality work. - Sound level of understanding across a broad range of technical subjects. - Highly self-motivated and able to learn and adapt to new technologies. - Experience in a service provider environment and working with multiple providers and technologies. - Confident English written and verbal communication skills. - Experience in digital transformations including ServiceNow platform. **Technical Skills:** - Proficiency in MS Word and Excel. - ITIL knowledge, Cisco CCNA certification. - Customer centricity and networking or telecoms experience. - Experience with reporting tools and high-quality documentation. - Knowledge of tools like Remedy and ServiceNow. As a Service Delivery Manager, your performance will be measured based on Customer Satisfaction (CSAT), On-Time Service Delivery, Timely Revenue Recognition, Churn Minimization, and Customer Escalations Management.,