AbsoluteLabs - Service Delivery Manager

As the Service Delivery Manager, you will play a critical role in ensuring the seamless delivery of our technology solutions to retail clients. You will collaborate closely with our clients, technical teams, and internal stakeholders to deliver exceptional service quality and customer satisfaction. This role presents an exciting opportunity to shape the service delivery processes in a startup environment, contributing to the growth and success of the company.

Responsibilities:

- Establish and maintain strong relationships with retail clients, acting as the primary point of contact for service-related matters.

- Understand client requirements and business objectives to ensure the alignment of our technology solutions with their needs.

- Collaborate with cross-functional teams, including sales, technical experts, and project managers, to plan and execute service delivery strategies.

- Monitor and manage service performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).

- Proactively identify and address potential service issues or roadblocks, working to resolve them in a timely manner.

- Lead service review meetings with clients to discuss performance, gather feedback, and identify opportunities for improvement.

- Drive continuous improvement initiatives within the service delivery process to enhance efficiency, quality, and client satisfaction.

- Prepare and present regular service delivery reports to internal management and external clients.

- Provide mentorship and guidance to junior team members, fostering a collaborative and growth-oriented work environment.

- Track and monitor the performance of services, identify areas for improvement, and implement changes as needed.

Requirements:

- Bachelor's degree in a relevant field (e.g., Information Technology, Business Management) or equivalent practical experience.

- Proven experience 5+ years in a service delivery or client management role, preferably within the retail technology or consulting industry.

- Strong understanding of retail industry trends and technology solutions.

- Excellent communication and interpersonal skills, with the ability to effectively engage with both technical and non-technical stakeholders.

- Solid project management skills, capable of coordinating multiple tasks and priorities simultaneously.

- Problem-solving mindset with the ability to think critically and make decisions under pressure.

- Familiarity with IT service management frameworks such as ITIL is a plus.

- Experience working in a startup or fast-paced environment is desirable.

Job Timing - 1pm to 10pm (UK Shift)

Hybrid for Hyderabad Location

Perks & Benefits :

- We provide health insurance to cover your family members (For Sr Positions we also provide cover to your parents)

- On job flexibility

- All of our current clients are based out of UK/Europe/Middle East based and active US clients I.e. work times are usually between 1/2PM till 10/11PM night

- Flat organization with great visibility and excellent growth opportunities

- Provide our professionals with a variety of learning and networking opportunities