Service Delivery Manager

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Location:

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Position Overview:

The Service Delivery Manager (SDM) is responsible for ensuring the successful delivery of services to clients while maintaining high levels of customer satisfaction and operational efficiency. This role involves managing client relationships, overseeing service performance, and leading cross-functional teams to deliver on service commitments.

Key Responsibilities:

• Oversee end-to-end service delivery operations and ensure services are delivered in line with agreed SLAs and KPIs.
• Act as the primary point of contact for clients, handling escalations and ensuring timely resolution of issues.
• Monitor and report on service performance metrics, identifying areas for improvement and implementing corrective actions.
• Collaborate with internal teams (Operations, HR, Finance, IT, etc.) to ensure smooth service delivery and continuous improvement.
• Conduct regular service reviews with clients and internal stakeholders.
• Manage and mentor service delivery team members, fostering a culture of accountability and excellence.
• Support project transitions, process improvements, and new service implementations.
• Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
• Ensure compliance with organizational policies, procedures, and standards.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Management, or a related field (Master’s preferred).
• 5–8 years of experience in service delivery, client management, or operations leadership roles.
• Proven experience managing client relationships and large delivery teams.
• Strong understanding of service delivery processes, SLAs, and quality management.
• Excellent communication, leadership, and stakeholder management skills.
• Analytical mindset with the ability to identify process gaps and implement improvements.
• Proficiency in MS Office and service management tools (e.g., ServiceNow, Jira, etc.).

Key Skills:

• Client Relationship Management
• Service Delivery & Operations Oversight
• Team Leadership & Performance Management
• Problem Solving & Decision Making
• Continuous Process Improvement
• Communication & Negotiation Skills