Sr. Service Delivery Manager

The Role:

Sr. Service Delivery Manager

Essential Job Elements:

• Operational Excellence:

  Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.

• Domain Capability:

  Strengthen domain capabilities through continuous improvement and talent development.

• Strategic Planning:

  Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.

• Business Growth:

  Collaborate with Sales & Marketing teams across geographies to support and drive business expansion.

• Innovation & Value Addition:

  Lead innovation initiatives and other value-added efforts in partnership with the client.

• P&L Ownership:

  Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.

• Team Management:

  Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach.

• Client Satisfaction:

  Act as the ‘Voice of the Customer’ by building strong client relationships and ensuring high levels of satisfaction.

• Best Practices:

  Develop, share, and implement best practices across service offerings and domains.

• Compliance:

  Ensure full compliance with client-specific regulatory requirements and internal standards.

Profile & Experience:

• Experience:

  Minimum 11 years in BPO CX operations, with 1-2 years in the Travel/OTA/Airlines domain (preferred, not a mandate).

• Industry Knowledge:

  Strong understanding of business trends, emerging technologies, and industry best practices.

• Analytical Acumen:

  Ability to streamline complex processes and make data-driven decisions.

• Leadership:

  Proven success in leading large teams (HC of 300 FTEs), attracting and developing talent, and fostering a high-performance culture.

• Performance Management:

  Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.

• Business Growth:

  Track record of driving performance and scaling operations in a matrix-driven organization.

• Stakeholder Engagement:

  Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.

• Education:

  MBA or Postgraduate degree preferred.