Senior Service Delivery Manager

Role : Service Delivery Manager

Location : Kolkata

The Role : We are seeking a seasoned and strategic leader to join our team as Sr. Service Delivery Manager for a premium International Travel / OTA client. The incumbent will be responsible for overseeing the end to-end operations of the program, acting as a key liaison between external clients, internal operations, and support teams. This role serves as the primary point of contact for both internal and external stakeholders, ensuring alignment with contractual obligations and service excellence. As a critical leadership position with P&L ownership, this role will directly influence the growth trajectory of one of the company’s most dynamic and rapidly expanding business verticals.

Essential Job Elements :

• Operational Excellence : Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.
• Domain Capability : Strengthen domain capabilities through continuous improvement and talent development.
• Strategic Planning : Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
• Business Growth : Collaborate with Sales & Marketing teams across geographies to support and drive business expansion.
• Innovation & Value Addition : Lead innovation initiatives and other value-added efforts in partnership with the client.
• P&L Ownership : Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.
• Team Management : Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach.
• Client Satisfaction : Act as the ‘Voice of the Customer’ by building strong client relationships and ensuring high levels of satisfaction.
• Best Practices : Develop, share, and implement best practices across service offerings and domains.
• Compliance : Ensure full compliance with client-specific regulatory requirements and internal standards.

Profile & Experience