Job Description

Job Title: Service Delivery Manager

Experience Required: 6+ years

Department: Service Delivery / Operations

About the Role

We are seeking an experienced Service Delivery Manager with a strong background in managing service delivery operations within a service-based organization. The ideal candidate will be responsible for ensuring high-quality service delivery, maintaining client satisfaction, adhering to SLAs, and driving continuous improvement across multiple accounts or projects.

Key Responsibilities

Manage end-to-end service delivery for multiple clients, ensuring high-quality outcomes and compliance with SLAs.

Serve as the primary point of contact for clients regarding service performance and improvements.

Monitor and analyze service performance metrics, taking proactive steps to address any service issues.

Lead continuous service improvement initiatives to enhance efficiency and effectiveness.

Collaborate closely with cross-functional teams including project managers, technical teams, and support staff to ensure seamless service delivery.

Oversee the onboarding and transition of new projects and services.

Conduct regular internal and client-facing service reviews, providing updates on performance, risks, and improvements.

Handle service escalations effectively, ensuring quick and satisfactory resolution.

Build and maintain strong client relationships through proactive communication and consistent service excellence.

Prepare detailed reports on service delivery performance, risks, and improvement actions.

Qualifications & Skills

Bachelor's degree in Computer Science, Engineering, or a related field.

Minimum of 6 years of experience in IT service delivery or customer success roles within a service-oriented organization.

Strong problem-solving abilities and excellent communication skills.

Demonstrated experience managing service teams and delivering services across various domains and technologies.

Proven ability to manage multiple clients and projects simultaneously.

Track record of driving improvements in client satisfaction and operational efficiency.

Familiarity with CRM tools and customer success platforms is a plus.

Strong stakeholder management skills with the ability to handle client concerns proactively and efficiently.

Why Join Us?

Opportunity to work with a dynamic and collaborative team.

Make a direct impact on client success and service excellence.

Be part of a culture that values innovation, continuous improvement, and customer satisfaction.

Ready to drive excellence in service delivery? Apply now!

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Job Types: Full-time, Permanent

Pay: ₹1,500,000.00 - ₹1,800,000.00 per year

Work Location: In person