Service Delivery Manager

As a Service Delivery Manager at Excis, you will be responsible for leading and managing end-to-end projects, ensuring successful delivery, customer satisfaction, and alignment with business goals. Your key responsibilities will include: - Leading projects from initiation through deployment, ensuring timely and successful delivery of solutions. - Driving customer satisfaction, managing client relationships, and handling escalations effectively. - Conducting Root Cause Analysis (RCA) and implementing corrective actions to achieve positive outcomes. - Managing accounts, including P&L ownership, to achieve targeted business margins. - Overseeing the technical team, providing guidance, mentorship, and support. - Collaborating cross-functionally with product, design, sales, and operations teams. - Managing project timelines, budgets, and resources efficiently. - Identifying and mitigating project and technical risks. - Staying abreast of emerging technologies and industry trends. - Recruiting, training, and developing technical/IT support staff. - Presenting project progress and key updates to senior management and stakeholders. - Contributing to product design and the definition of technical and business requirements. - Delegating technical responsibilities and monitoring project execution. - Ensuring adherence to company standards, processes, and regulatory requirements. - Driving process improvements and validation initiatives. - Analyzing data to identify operational trends and opportunities for improvement. - Collaborating across departments to support business decision-making. - Working flexibly in shifts to meet project priorities and deadlines. **Requirements:** - Minimum 10 years of experience in IT management, support, and customer relationship management or related areas. **Educational Qualifications:** - MCA or Bachelors Degree in Computer Science, Information Technology, or a related field, or equivalent qualification. - Diploma or equivalent professional education in the IT domain. **Technical Skills & Qualifications:** - Proficient in ITIL principles and best practices. - Strong working knowledge of Microsoft Office tools including Excel, PowerPoint, and Word. - PMP, PRINCE2, or equivalent project management certification is highly desirable. - Excellent verbal, written, and interpersonal communication skills, with the ability to present ideas clearly and persuasively. At Excis, you will be part of a collaborative and innovative global team driving industry-leading IT solutions. We prioritize professional growth, continuous learning, and provide opportunities to make a tangible impact. Enjoy a supportive environment with competitive compensation, meaningful career advancement, and the chance to contribute to the success of a global leader in IT services. Apply now to join Excis in India and start your journey with us!,