Service Delivery Manager

Key Responsibilities:*
- *Helpdesk Management:* Oversee the Helpdesk operations, ensuring timely and effective resolution of client tickets.- *Contract Management:* Manage client contracts, ensuring all terms are met and renewals are handled efficiently.- *SLA Monitoring:* Monitor Service Level Agreements (SLAs) to ensure compliance and address any issues promptly.- *Client Meetings:* Conduct regular client meetings to review performance, gather feedback, and address any concerns.- *Client Surveys:* Implement and analyze client surveys to gauge satisfaction and identify areas for improvement.- *Implementation Projects:* Lead and manage implementation projects using Zoho Projects and Zoho Desk, ensuring timely and successful delivery.- *Client Satisfaction:* Ensure clients are happy with the services provided and address any issues or concerns promptly.- *Team Collaboration:* Work closely with other departments to ensure seamless service delivery and continuous improvement.- *Documentation & Reporting:* Maintain accurate records of client interactions, project progress, and performance metrics. Generate reports to track and optimize service deliveryRequirements- Bachelor's degree in Business, IT, or related field.- Proven experience in service delivery management or a similar role.- Strong understanding of Helpdesk operations and client ticket management.- Experience with contract management and SLA monitoring.- Excellent communication and interpersonal skills.- Proficiency in using Zoho Projects and Zoho Desk.- Strong problem-solving and project management skills.- Ability to work effectively in a team-oriented environment.Benefits- Opportunity to work with a dynamic and innovative team.- Collaborative and supportive work environment.- Competitive salary