Managed Services, Senior Service Delivery Manager

Job Description

We are looking for a skilled Senior Service Delivery Manager to lead our team in delivering exceptional services to our clients. The ideal candidate will have a strong background in service delivery management and a proven track record of success in managing teams and driving business growth. This position is based in Bengaluru. Roles and Responsibility Oversee the delivery of services to clients, ensuring high levels of satisfaction and meeting customer expectations. Manage and lead service delivery teams, providing guidance and support to ensure successful project outcomes. Develop and maintain strong client relationships, acting as the primary point of contact and addressing client concerns. Monitor service performance metrics and implement improvements to enhance overall service quality and efficiency. Ensure compliance with service level agreements (SLAs) and contractual obligations, maintaining high standards of quality and reliability. Conduct regular service reviews with clients and internal stakeholders to identify areas for improvement and optimize service delivery processes. Identify and mitigate risks to service delivery, collaborating with other departments to resolve issues and improve overall service quality. Drive continuous improvement initiatives to enhance service quality and efficiency, preparing and presenting service performance reports to senior management, including dashboards, client satisfaction surveys, and feedback reports. Prepare and present service level agreement (SLA) compliance reports, risk assessment and mitigation plans, and continuous improvement plans and implementation reports. Develop training and development plans for service delivery teams. Job Requirements Bachelor's degree in Business Administration, Marketing, or a related field. Minimum 8 years of experience in bid management, proposal development, or a related role within the managed services outsourcing industry. Proven experience in bid management and proposal development, preferably in the managed services industry. Strong understanding of the managed services market and competitive landscape. Ability to lead and motivate cross-functional teams. Strong organizational and time management skills. Proficiency in proposal automation tools and CRM systems. Proven track record of managing and winning complex bids and proposals. Strong understanding of bid management best practices, methodologies, and tools. Excellent project management and organizational skills, with the ability to manage multiple bids simultaneously. PMP certification is highly desirable. Exceptional written and verbal communication skills, with the ability to craft compelling proposals and presentations. Strong analytical and problem-solving abilities. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Project, CRM) and bid management software.