Service Delivery Manager

Responsibilities:

1) Leadership:

● Contribute to strategic decisions while maintaining alignment with delivery, practice, and sales leadership through regular updates on key actions and outcomes.

● Cultivate a high-performance culture, empowering teams to manage the end-to-end delivery of customer engagements, from simple to complex.

● Manage client, leadership, and team expectations with a focus on alignment and driving successful outcomes.

● Lead awareness sessions on organizational, unit, and customer policies, ensuring full understanding and compliance across the team.

● Act as a trusted liaison with senior client stakeholders, fostering strong relationships and collaboration at all levels.

● Manage organizational and unit-level initiatives, including recruitment, knowledge sharing, and the definition of new services.

● Contribute to internal and external audits, championing ESAT and CSAT efforts to drive continuous improvement.

● Collaborate on strategic marketing initiatives to ensure effective representation of the organization’s services.

● Adapt to varying time zones, with occasional early or late meetings required for internal teams and client engagements.

2) Customer Focus:

● Deliver committed services and SLAs to clients, ensuring project scope, IT infrastructure specifications, and business needs are aligned.

● Manage projects, including effective capacity planning, by overseeing costs, timelines, risks, and resources, to ensure optimal resource allocation, scalability, and seamless service delivery; use tools and data-driven insights for improved decision-making and outcomes.

● Conduct business reviews by seeking regular feedback from clients, supervisors, team members, and management, to identify areas of opportunity for growth; track action items and ensure logical closure, especially for escalations and major areas for improvement.

● Identify and address CSAT and ESAT action items, providing proactive solutions to reduce TCO and enhance service performance.

● Provide periodic reporting to customers on service performance and to management on project status, maintaining relevant documentation (e.g., MSA, Scope, SLAs, etc.).

● Oversee resource management, including rotation schedules, and communicate incidents, scope creep, and escalations promptly.

● Manage end-to-end opportunities by understanding customer requirements, defining solutions, and drafting proposals while maintaining strong vendor relationships.

3) Innovation / Transformation

● Contribute to the adoption of emerging technologies, Newgen solutions, and organizational IPs to elevate customer experience and service performance, working closely with Practice teams to align client programs with innovative technologies.

● Engage with transformation initiatives, drive digital strategy, and engage with executive-level stakeholders to shape and execute the vision for a key portfolio of clients.

● Contribute to the definition, measurement, analyzing, improving, and controlling of operations and service management processes

● Ability to pivot quickly and manage multiple customer requests with changing priority

4) Financial

● Contribute to delivering established revenue growth goals while capturing defined cost efficiencies within the book of business.

● Drive business growth by optimizing service delivery profitability, managing multi-million-dollar P&L, and ensuring sustainable revenue expansion.

Requirements:

● 3+ years of IT Service Management experience; ITIL 4 Foundation certification preferred

● 1+ years of experience in managing one or more of the services mentioned in the scope

● 1+ years of experience with large-scale services

● 1+ years of experience in managing a team

● 2+ years of experience in Project (time-bound) management