Service Delivery Manager

Experience : 8–10 years (minimum 4 years managing multi-site operations).

(6–8 years in retail / customer service operations may also be considered.)

Under minimal direction, she / he will be responsible for managing the overall OPERATIONS of the CENTRES assigned in the city. KLAY is looking for a hands-on Operations Manager to oversee service-delivery of preschool and daycare centers, ensuring strong operations, service consistency, and team capability. Centre Heads will report to this role.

Key Responsibilities

Operations & Quality

• Oversee daily operations, readiness, and service quality across centers.
• Drive SOP and policy implementation, updates, and process change management.
• Conduct operational audits, close gaps, and ensure compliance.
• Improve productivity, efficiency, and resource utilization through data-driven actions.
• Ensure smooth operational setup for new center rollouts.
• Responsible for operational readiness of NEW center roll-out.

Customer Experience

People & Training

strengthen operational capability at centers.

Financial Management

Skills & Competencies

customer-focused.

comfortable with data and reporting.

Education

Master’s preferred.