Service Delivery Manager

Job Title: Service Delivery Manager

Location: Bangalore

Role Overview:

We are looking for an experienced Service Delivery Manager to oversee end-to-end service delivery, ensure SLA adherence, and drive customer satisfaction.

The role involves close coordination with internal teams and clients to ensure seamless operations, continuous improvement, and high-quality service outcomes.

Key Responsibilities:

- Own and manage end-to-end service delivery for assigned accounts/projects

- Ensure adherence to SLAs, KPIs, and contractual commitments

- Act as the primary point of contact for clients on delivery-related matters

- Manage escalations, risks, and issue resolution in a timely manner

- Drive process improvements to enhance efficiency and service quality

- Coordinate with cross-functional teams (Operations, Technology, QA, Support)

- Prepare and present service reviews, MIS, and performance reports to stakeholders

- Support transition, onboarding, and stabilization of new services or clients

- Ensure compliance with internal processes, security, and governance standards

Required Skills & Competencies:

- Strong experience in service delivery / operations management

- Proven ability to manage client relationships and stakeholder expectations

- Excellent communication, problem-solving, and leadership skills

- Experience in SLA management, escalation handling, and performance tracking

- Good understanding of IT services / managed services / operations (as applicable)

- Ability to work in a fast-paced, client-facing environment

Qualification & Experience:

- Bachelors degree in Engineering, Management, or a related field

- MBA / ITIL / PMP certification is a plus

- 8 to 12 years of relevant experience in service delivery or operations roles

Why Join Us:

- Opportunity to work with marquee clients

- High-ownership role with strong visibility

- Collaborative and growth-oriented work culture