Service Delivery Manager

Key Responsibilities:

Service Delivery Management:

• Own overall service delivery for Contact Center solutions, including IVR applications, agent desktop tools (e.g., Cisco Finesse), routing workflows, and reporting platforms.
• Ensure compliance with SLA/KPI metrics and contractual obligations.
• Manage operational escalations and provide leadership during critical incident response.
• Coordinate with support and engineering teams to ensure issue resolution and service continuity.

Project & Program Management:

• Lead the planning, execution, and delivery of contact center projects including migrations, upgrades, and new feature rollouts.
• Create and manage project plans, timelines, resource allocation, and risk mitigation strategies.
• Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
• Oversee project documentation, status reporting, and stakeholder updates.

IVR and Technical Oversight:

• Guide IVR design and development efforts in collaboration with architects and developers.
• Review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services).
• Ensure that solutions are scalable, efficient, and aligned with industry best practices.

Team Leadership & Collaboration:

• Lead and mentor cross-functional teams including developers, testers, and support engineers.
• Foster a collaborative work environment that encourages innovation and knowledge sharing.
• Drive continuous improvement initiatives to enhance team productivity and service quality.

Customer & Stakeholder Engagement:

• Build strong relationships with internal and external stakeholders.
• Conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities.
• Gather customer feedback and translate it into actionable insights for the team.

Required Skills & Experience:

• Proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.
• Strong understanding of IVR platforms (e.g., Cisco CVP, Genesys, Avaya, AWS Connect Lex).
• Hands-on or prior experience in IVR/Call Flow development (VXML, Java, JavaScript, XML).
• Sound knowledge of Contact Center technologies: Cisco UCCE/UCCX, Finesse, CUCM, SIP, CTI integrations.
• Experience with Agile and Waterfall project management methodologies.
• Proficiency in project tools such as MS Project, JIRA, Confluence, ServiceNow, etc.

Preferred Skills:

• PMP or PRINCE2 certification is a plus.
• ITIL certification or strong understanding of ITIL processes.
• Familiarity with cloud-based contact center platforms (AWS Connect, Twilio, Genesys Cloud).
• Understanding of workforce optimization tools (Verint, Calabrio, etc.)

Soft Skills:

• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical, decision-making, and problem-solving capabilities.
• Ability to handle pressure, manage priorities, and deliver outcomes on time.
• Leadership presence with a customer-first mindset.