Service Delivery Manager (SDM)
Aspire Lifestyles · Gurugram · onsite · Posted 65d ago
About a minute. You'll make an account on the way through.
About this role
Function: Service Delivery / Operations
Employment Type: Full-time
- Lead and manage the end-to-end delivery of services to clients in accordance with agreed Service Level Agreements (SLAs) , contractual commitments, and performance standards.
- Partner closely with cross-functional teams, including Operations, Sales, Technology, and other support functions, to ensure seamless and consistent service delivery.
- Establish and monitor service performance metrics and Key Performance Indicators (KPIs), using data and reporting to identify trends, risks, and opportunities for improvement.
- Develop and maintain strong, trusted relationships with clients by understanding their business needs, proactively addressing concerns, and ensuring high levels of client satisfaction.
- Act as a key point of escalation for service-related issues, ensuring timely investigation, resolution, communication, and follow-through.
- Drive continuous improvement initiatives to enhance service quality, operational efficiency, customer experience, and overall business performance.
- Identify process gaps and implement best practices, controls, and standardized ways of working to improve service delivery.
- Prepare and present regular service performance reports, dashboards, and business reviews to senior management and key stakeholders.
- Support the development and execution of service delivery strategies aligned with Aspire Lifestyles business objectives and client expectations.
- Collaborate with internal stakeholders to identify service risks and develop appropriate mitigation and contingency plans.
- Ensure effective communication of service priorities, performance expectations, operational changes, and improvement initiatives across relevant teams.
- Promote a customer-centric culture focused on service excellence, accountability, collaboration, and continuous improvement.
- Ensure compliance with company policies, contractual obligations, industry standards, and applicable regulatory requirements.
- Contribute to service reviews, client governance meetings, operational planning, and other strategic initiatives as required.
- Bachelors degree or equivalent experience in Business Administration, Management, Operations, Hospitality, or a related discipline.
- Proven experience in service delivery management, operations, account management, client servicing, or a similar role.
- Experience within concierge services, lifestyle management, hospitality, travel, customer experience, or a related service-oriented industry is preferred.
- Strong leadership and team management skills, with the ability to motivate, coach, and develop high-performing teams.
- Excellent verbal and written communication skills, with strong stakeholder management and relationship-building capabilities.
- Strong client-facing skills with the ability to manage expectations and build long-term trusted partnerships.
- Demonstrated ability to manage multiple priorities, projects, and stakeholders in a fast-paced, service-driven environment.
- Strong analytical and problem-solving capabilities, with experience using data and performance metrics to drive decisions.
- Proficiency in preparing management reports, dashboards, presentations, and performance reviews.
- Strong escalation management skills, with a calm, structured, and solutions-focused approach.
- Knowledge of service management frameworks such as ITIL or equivalent methodologies is advantageous.
- Strong organizational skills and attention to detail, with a proactive approach to identifying and resolving operational challenges.
- Commitment to Aspire Lifestyles values of integrity, quality, service excellence, and customer-centricity .
- Service Client Excellence
- Leadership People Management
- Stakeholder Management
- Operational Excellence
- Analytical Data-Driven Decision Making
- Problem Solving Escalation Management
- Continuous Improvement
- Communication Influencing
- Strategic Thinking
- Accountability Ownership
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
About Aspire Lifestyles
Aspire Lifestyles
Travel & Tourism
1001-5000
employees
1987
39 years old
Jersey City, New Jersey
United States
₹9.6L PA avg
Avg at Aspire Lifestyles
About
The best stories are told by those who have lived the experience. Our mission is to inspire and delight your customers by making amazing stories happen every day. Stories they can share with their friends, family and colleagues. Stories that reinforce the value of your brand.
The Aspire Lifestyles global team, a collective of experts and enthusiasts live and breathe this mission, fostering a culture which strives to deliver the ultimate customer experience. We further empower this human endeavour with quality and innovation across every one of our services, networks, platforms and technologies.
We understand that every customer has their own interpretation of “extraordinary” and a unique idea of what “ultimate” is to them. We’re here to help you define exactly what extraordinary means for these customers and deliver the ultimate experience by engaging them with the most relevant and timely benefit solutions on your behalf.
With 25 years’ experience providing white-labeled benefit solutions, our locally-customised and globally available selection of innovative services is well proven and highly praised. Aspire Lifestyles’ services include:
• Industry-leading Concierge Services
• End-to-end Airport Services
• Custom-built Benefits and Experiences
• Comprehensive Travel & Medical Assistance
• Travel Security Advice
• Health and Wellness Expert Advice
• Online Destination Reports
• Auto and Home Assistance
• Customizable Digital Solutions
Industries
Employee ratings
10 reviews
Culture
2.8
Career growth
2.1
Work-life
3.1
Employees rate it well for
Find them on