Job Description

Job Summary: The Service Delivery Manager (SDM) is responsible for overseeing the delivery of services to clients and ensuring operational excellence, SLA compliance, and client satisfaction. This role plays a critical part in managing teams, driving performance, and acting as the primary point of contact between the client and internal stakeholders in a dynamic BPO environment. Key Responsibilities: Lead and manage end-to-end service delivery for designated clients/accounts. Ensure consistent achievement of SLAs, KPIs, and other contractual obligations. Act as the escalation point for client issues and ensure timely resolution with root cause analysis. Collaborate with client stakeholders and internal teams (Quality, Training, Workforce, IT) to ensure service quality and alignment with business goals. Drive continuous improvement through performance reviews, gap analysis, and implementation of process enhancements. Prepare and present weekly/monthly/quarterly business reviews (WBRs/MBRs/QBRs). Monitor team performance, productivity, and staffing to meet business demands. Ensure resource optimization and manage workforce planning. Maintain compliance with company and client policies, including data privacy, security, and audit requirements. Support new client transitions, migrations, and ramp-ups as needed.