We are seeking a proactive and detail-oriented Service Delivery Manager / Coordinator to ensure smooth service delivery operations and exceptional client experiences. This role involves end-to-end service oversight, project coordination, client engagement, and continuous process improvement while aligning with organizational goals and service level commitments. Key Responsibilities Daily Operations & Coordination Oversee daily service delivery operations, assignments, and field team coordination Monitor SLAs, KPIs, and handle incident/problem resolution and escalations Serve as the clients primary point of contact, ensuring timely updates and resolution Drive closure of tickets and track performance metrics Conduct root cause analysis for recurring issues Project & Process Management Plan and track tasks proactively for service delivery and project milestones Ensure compliance with internal processes and client contracts Coordinate contract sign-offs, invoicing, and receivables with stakeholders Maintain up-to-date documentation and generate weekly reports Client & Stakeholder Engagement Attend regular client meetings to discuss performance and project updates Gather feedback via surveys and follow-ups to enhance satisfaction Ensure strong collaboration with internal teams, vendors, and customers Quality & Improvement Initiatives Conduct periodic reviews of SLAs, performance data, and service quality Identify improvement areas and propose process optimizations Monitor resource allocation and ensure maximum efficiency Contribute to long-term planning and continuous improvement projects Key Skills Required Service Delivery Management Project Coordination & Task Planning SLA / KPI Monitoring Client Relationship Management Incident & Escalation Management Resource Allocation & Scheduling Performance Reporting & Risk Analysis Process Compliance & Documentation Excellent Communication & Interpersonal Skills Strong Organizational & Multi-tasking Abilities Proficient in MS Office / Project Tools (e.g., Excel, Teams, ServiceNow, Zoho, etc.) Behavioral Competencies High ownership and accountability Integrity and attention to detail Collaborative and open-minded Client-focused with a problem-solving mindset Punctual, professional, and adaptable Education Bachelors degree in Engineering, Computer Science, Business, or related field (preferred) Certifications like ITIL, PMP, or Six Sigma are a plus Why Join Us? Be part of a purpose-driven team dedicated to excellence, client satisfaction, and long-term partnerships. Work in a collaborative environment that values ownership, innovation, and continuous learning.
