Manager - Service Delivery

As a Service Delivery Manager, your role is crucial in overseeing end-to-end service operations, maintaining high client satisfaction, and continuously enhancing service performance. Your strong leadership, operational efficiency, and stakeholder management skills will be essential in this position. **Key Responsibilities:** - Ensure consistent, high-quality delivery of services in alignment with SLAs, KPIs, and client expectations. - Act as the key point of contact for clients, proactively manage communications, and address concerns to ensure satisfaction and retention. - Lead, mentor, and manage the service delivery team to ensure performance, engagement, and alignment with organizational goals. - Oversee critical incident handling, manage escalations, and ensure timely resolution with root cause analysis. - Track and report on operational performance metrics, service quality, and client feedback; take corrective actions as necessary. - Plan, allocate, and optimize resources across projects and services to ensure timely and efficient delivery. - Identify inefficiencies and drive continuous process improvements using best practices and data insights. **Qualifications Required:** - Bachelor's degree in Business Administration, Information Technology, or a related field. In addition to the primary duties and responsibilities, you will also be responsible for: - Maintaining service documentation, dashboards, and periodic review reports for internal and client stakeholders. - Ensuring adherence to policies, regulatory guidelines, and service compliance standards. - Facilitating skill development and training programs for service teams to enhance capabilities and productivity. - Collaborating with Sales, Technical, HR, and Finance teams to support new projects, transitions, and service expansions. Your 5-8 years of experience in service delivery, operations, or client service roles, along with proven leadership, analytical, and problem-solving capabilities, will be valuable in this role. Strong understanding of SLAs, KPIs, service frameworks (e.g., ITIL), and delivery metrics, coupled with excellent communication and client-facing skills, are essential for success. **Skills & Competencies:** **Must Have:** - Service Delivery & Operations Management - Team Leadership & People Management - Incident & Problem Management - Analytical & Decision-Making Skills - Organizational & Time Management **Good To Have:** - Industry-Specific Knowledge (BPO, IT etc) - Project Management Skills - Budgeting & Financial Acumen,