Service Delivery Manager - Customer Service Transformation/Technical Project Management

Description:

Job Title:

Service Delivery Manager Customer Service Transformation (Technical Project Management)

Experience: 12 to 20 Years

Location: Bengaluru

Industry: BPM / BPO

Function: Customer Success, Service & Operations

Role Category: Service Delivery

Employment Type: Full-Time | Permanent

Openings: 5

Notice Period: Immediate to 30 Days

Job Highlights:

- 12+ years of experience in Technical Project Management & Transformation

- Lead large-scale RPA, AI, and software development initiatives

- Senior role driving customer service transformation

Role Overview:

We are seeking an experienced Service Delivery Manager to lead customer service transformation programs through technology-driven initiatives. The role involves managing end-to-end technical projects while ensuring seamless service delivery, stakeholder alignment, and operational excellence.

Key Responsibilities:

Transformation & Technical Project Leadership:

- Lead end-to-end delivery of customer service transformation projects

- Manage implementation of RPA, AI, and software development programs

- Define project scope, timelines, budgets, and success metrics

- Drive automation-led improvements in customer service operations

Service Delivery & Customer Management:

- Oversee service delivery performance across customer service programs

- Act as the primary escalation point for clients and internal stakeholders

- Ensure SLAs, KPIs, and customer satisfaction targets are met

Stakeholder & Team Management:

- Manage cross-functional teams including technology, operations, and vendors

- Provide leadership, mentoring, and performance management

- Communicate project progress and risks to senior leadership

Governance & Risk Management:

- Establish project governance frameworks and reporting mechanisms

- Identify risks, dependencies, and mitigation plans

- Ensure compliance with organizational and client standards

Candidate Profile:

- 12+ years of experience in Technical Project Management / Service Delivery

- Proven track record in customer service transformation initiatives

Strong hands-on experience in:

- RPA implementation

- AI-led automation

- Software development projects

- Experience managing large, complex programs in BPM / BPO environments

- Excellent client-facing, communication, and leadership skills