Manager - Service Delivery

As a Service Delivery Manager, your role will involve overseeing end-to-end service operations to maintain high client satisfaction and enhance service performance. Your primary duties and responsibilities will include: - Service Delivery Oversight: Ensuring consistent, high-quality delivery of services in alignment with SLAs, KPIs, and client expectations. - Client Relationship Management: Acting as the key point of contact for clients, proactively managing communications, and addressing concerns to ensure satisfaction and retention. - Team Leadership: Leading, mentoring, and managing the service delivery team to ensure performance, engagement, and alignment with organizational goals. - Incident & Escalation Management: Overseeing critical incident handling, managing escalations, and ensuring timely resolution with root cause analysis. - Performance Monitoring: Tracking and reporting on operational performance metrics, service quality, and client feedback; taking corrective actions as necessary. - Resource Management: Planning, allocating, and optimizing resources across projects and services to ensure timely and efficient delivery. - Service Improvement: Identifying inefficiencies and driving continuous process improvements using best practices and data insights. In addition, your secondary duties and responsibilities will involve: - Documentation & Reporting: Maintaining service documentation, dashboards, and periodic review reports for internal and client stakeholders. - Compliance & Risk Management: Ensuring adherence to policies, regulatory guidelines, and service compliance standards. - Training & Development: Facilitating skill development and training programs for service teams to enhance capabilities and productivity. - Cross-functional Collaboration: Working with Sales, Technical, HR, and Finance teams to support new projects, transitions, and service expansions. Qualifications Required: - Bachelors degree in Business Administration, Information Technology, or a related field. Experience Required: - 5-8 years of experience in service delivery, operations, or client service roles. - Proven leadership, analytical, and problem-solving capabilities. - Strong understanding of SLAs, KPIs, service frameworks (e.g., ITIL), and delivery metrics. - Excellent communication and client-facing skills. Skills & Competencies (Must Have): - Service Delivery & Operations Management - Team Leadership & People Management - Incident & Problem Management - Analytical & Decision-Making Skills - Organizational & Time Management Skills & Competencies (Good To Have): - Industry-Specific Knowledge (BPO, IT etc) - Project Management Skills - Budgeting & Financial Acumen,