Operations And Service Delivery Manager

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.