Senior Service Delivery Manager

Role:

Location:

The Role:

Essential Job Elements

• Operational Excellence: Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.

• Domain Capability: Strengthen domain capabilities through continuous improvement and talent development.

• Strategic Planning: Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.

• Business Growth: Collaborate with Sales & Marketing teams across geographies to support and drive business expansion.

• Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with the client.

• P&L Ownership: Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.

• Team Management: Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach.

• Client Satisfaction: Act as the ‘Voice of the Customer’ by building strong client relationships and ensuring high levels of satisfaction.

• Best Practices: Develop, share, and implement best practices across service offerings and domains.

• Compliance: Ensure full compliance with client-specific regulatory requirements and internal standards.

Profile & Experience

• Experience: Minimum 11 years in BPO CX operations, with 1-2 years in the Travel/OTA/Airlines domain (preferred, not a mandate).

• Industry Knowledge: Strong understanding of business trends, emerging technologies, and industry best practices.

• Analytical Acumen: Ability to streamline complex processes and make data-driven decisions.

• Leadership: Proven success in leading large teams (HC of 500 FTEs), attracting and developing talent, and fostering a high-performance culture.

• Performance Management: Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.

• Business Growth: Track record of driving performance and scaling operations in a matrix-driven organization.

• Stakeholder Engagement: Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.

• Education: MBA or Postgraduate degree preferred.