Service Delivery Manager

Job Description

Position Title: Delivery Manager (DM) Department: Service Delivery Location: Jubilee Hills, Hyderabad Reports to: Operations Head / CX Director Job Type: Full-Time About Y-Axis At Y-Axis, our mission is to empower individuals to become Global Indians—ready to thrive and make an impact on the world stage. As the world's leading overseas career, immigration, and visa company, we guide clients through their international journeys. With 50+ offices across India, Australia, the UAE, the UK, and Canada, and a dedicated team of 1600+ professionals, we have helped over 1 million clients achieve their global aspirations. About the Department The Service Delivery department ensures timely and high-quality execution of all client services across immigration, visa, and documentation processes. The team collaborates closely with consultants, quality reviewers, and clients to uphold service standards, manage timelines, and meet every promised milestone. Your Role: Delivery Manager As a Delivery Manager (DM), you will act as the execution enforcer and customer promise protector. You’ll oversee sales orders, track deliverables, enforce SLAs, manage risks, and proactively engage both clients and internal teams to ensure smooth and timely delivery of services. You’ll be the operational anchor that keeps promises on track and clients satisfied. Key Responsibilities · Sales Order & Dispatch Oversight o Review all sales orders received daily o Map expected ETA/ETD and monitor reverse timelines o Track every promised deliverable to ensure completion · Milestone & SLA Enforcement o Break down each order into key milestones (e.g., draft delivery, client approval, final submission) o Ensure deadlines are met for both internal and client-facing activities o Escalate delays before they affect final delivery · Proactive Delivery Management o Monitor consultant and client activity through ticketing systems o Send reminders, alerts, and intervention messages o Coordinate with Process Consultants, Quality Reviewers, and Clients to maintain service momentum · Service Tracker Management o Maintain live dashboards of all in-progress services o Track red (delayed), amber (at risk), and green (on track) statuses o Provide daily delivery updates to leadership · Escalation & Recovery o Activate recovery protocols in case of potential or confirmed delays o Liaise with Team Leads and Clients to re-align expectations or fast-track service o Log and analyze root causes for continuous improvement What We’re Looking For · Education: Bachelor’s degree in any field · Experience: 3–6 years in operations, delivery management, client servicing, or logistics Skills: o Strong knowledge of CRM and ticketing systems (Salesforce, Zoho, etc.) o Excellent follow-up, tracking, and coordination abilities o High ownership, attention to detail, and sense of urgency o Effective communicator with cross-functional teams and clients o Familiarity with Lean Thinking and process mapping is a plus Tools You Will Use · Salesforce or Zoho CRM · Internal Ticketing System · Google Sheets / Live Dashboards · WhatsApp / Slack Alerts · NPS Feedback Systems Why Join Us? Why Y-Axis? Be part of a purpose-driven global leader in overseas education and immigration services. Join a company where your contributions directly support individuals in achieving their dreams of studying, working, or settling abroad. Why This Department? Join a high-impact, mission-critical team focused on flawless execution and customer satisfaction. You’ll thrive in a culture of accountability, teamwork, and continuous improvement. Application Process · Submit your application online or email your resume to veena.mansani@y-axis.com · Shortlisted candidates will be contacted for a preliminary phone interview · Selected applicants will be invited for an in-person interview and assessment · Final interview will be conducted with the Senior Manager of the department · Selected candidates will receive an offer letter with further steps Join Y-Axis and Deliver Excellence Apply Now! Y-Axis | Creating Global Indians | Creating Global Citizens Show more Show less