Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for managing end-to-end service delivery operations for key clients, ensuring high service quality, SLA adherence, and customer satisfaction. The SDM will act as the single point of contact for client communication, manage a technical support team, and continuously drive process and performance improvements.

Key Responsibilities

• Act as the Single Point of Contact (SPOC) for all client communication related to service delivery.
• Ensure SLAs and contractual commitments are consistently met; proactively highlight issues and risks to Client.
• Manage a large technical team including shift planning, leave approvals, performance tracking, and day-to-day operations.
• Identify and manage low performers through Performance Improvement Plans (PIPs) or replacements as necessary.
• Participate in recruitment, onboarding, and training of new team members; ensure continuous skill enhancement and career growth.
• Ensure adequate manpower availability across all shifts and locations to meet SLA requirements.
• Conduct internal team meetings to review issues, performance, and improvement plans.

Qualifications & Experience