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CyberNX - Service Delivery Manager - Customer Experience
CyberNX TechnologiesMumbai, India30+ days ago
Job descriptionCustomer Query & Response Management Act as the primary liaison for customer inquiries across all four verticals. Manage customer interactions through website chat, email, phone, and ticketing systems. Ensure department leads or managers provide timely responses and drive accountability. Develop and implement standard operating procedures (SOPs) for handling customer escalations. SLA Tracking & Service Performance Reporting Define, monitor, and enforce Service Level Agreements (SLAs) for response times and resolution. Project & Task Coordination Oversee customer projects, ensuring timely execution, quality assurance, and alignment with customer expectations. Customer Experience & Feedback Collection Conduct customer satisfaction surveys after project completion or service requests. Internal Coordination & Process Improvement Facilitate regular cross-functional meetings with department managers to address service-related challenges. Key Metrics for Success Customer Response Time : % of queries responded to within SLA timelines. Resolution Time : Average time taken to resolve customer issues. SLA Compliance : % adherence to service level agreements. Customer Satisfaction (CSAT) Score : Based on surveys and feedback. Project Timeliness : % of projects delivered on schedule. Measure Burn Rate due to delay in project closure. Customer Feedback Rating : Score on quality of work, responsiveness, and service experience. Project Closure Compliance : % of projects closed with formal customer confirmation. Invoice Processing Efficiency : % of milestone closures communicated to sales and accounts for invoicing. Required Skills & Qualifications - Technical & Functional Skills 3 - 6 years of experience in service delivery, customer experience management, or project coordination. Proficiency in ticketing & task management tools (e. , Jira, ServiceNow, Freshdesk, Zoho Desk). Experience in building Dashboards in Excel Strong understanding of IT service management (ITSM) principles. Exposure to customer engagement tools (e. , Zendesk, Salesforce) will be added advantage. Soft Skills Excellent communication & interpersonal skills to coordinate across departments and engage with customers. Strong analytical mindset to monitor performance, identify gaps, and drive improvements. Problem-solving skills to handle escalations and resolve issues efficiently. Proactive approach to process optimization and automation. Reporting & Team Structure Reports to : Head of Service Delivery. Works closely with : Department Managers, Project Teams, Customer, Sales & Accounts Teams. Tools & Technology Exposure (Preferred) Ticketing & Task Tracking : Jira, ServiceNow, Freshdesk, Zoho Desk Chat & CRM Platforms : Zendesk, Salesforce, HubSpot Collaboration & Workflow Automation : Slack, Microsoft Teams.
Job Description - Service Delivery Manager (SDM).
- Position Overview - The Customer Experience & Service Delivery Manager (CXSD Manager) will be the central point of contact (SPOC) for all customer queries related to projects, tasks, and service delivery across four verticals.
- This role will ensure efficient query resolution, SLA tracking, project execution, and continuous improvement in customer experience.
- The CXSD Manager will also oversee customer feedback collection, project closure formalities, service quality enhancements, and coordination with sales and accounts teams for milestone-based invoicing, reporting directly to the Head of Department (HOD).
Key Responsibilities :
ref : iimjobs.com)
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Service Delivery Manager • Mumbai, India
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