Operations And Service Delivery Manager Lnsel Software

12.0 - 18.0 years

10 - 15 Lacs

kolkata

Work from Office

Key Responsibilities: Service Delivery Oversight: Manage the end-to-end delivery of services to clients/customers ensuring quality, consistency, and timeliness. Maintain and improve SLA adherence and client satisfaction. Implement best practices to enhance service delivery efficiency. Operations Management: Oversee operational workflows and continuously identify areas for process improvement. Coordinate across departments (e.g., support, engineering, sales) to ensure alignment in service execution. Manage budgets, resource allocation, and operational KPIs. Team Leadership: Lead, mentor, and develop a team of service delivery and operational staff. Conduct regular team performance reviews and provide coaching where needed. Foster a culture of accountability, collaboration, and continuous improvement. Client & Stakeholder Communication: Act as the primary point of contact for escalations or critical service issues. Build and maintain strong relationships with key clients and stakeholders. Communicate service performance updates and project statuses effectively. Reporting & Analytics: Track, analyse, and report on operational metrics and service performance. Prepare weekly/monthly dashboards and presentations for senior leadership. Use data to drive decisions and improvements. MBA or PGDM degree in Marketing, Finance, Operations Management or related field. 10+ years of experience in operations or service delivery management. Proven track record of improving service delivery processes and managing high-performing teams. Excellent organizational, leadership, and interpersonal skills. Strong analytical and problem-solving capabilities. Proficiency in tools such as Microsoft Office, CRM systems, project management software (e.g., Jira, ServiceNow, Asana). Preferred Skills: Experience with ITIL or other service management frameworks. Lean Six Sigma or PMP certification is a plus. Experience in [industry-specific knowledge, e.g., IT services, logistics, etc.

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