Service Delivery Manager ( Techno-Functional Role (SD + Presales))

Service Delivery Manager ( Techno-Functional Role (SD + Presales))

JOB PURPOSE:

We are looking for a senior Service Delivery cum Pre-Sales Manager with strong hands-on exposure to CCaaS platforms and enterprise contact center on premises technologies.

This is a techno-functional leadership role responsible for managing end-to-end service delivery, customer satisfaction (CSAT), and pre-sales solutioning for Omni-Channel, AI-powered Cloud Contact Center, and ITOM applications across India and GCC customers.

The role requires deep technical capability in cloud contact centers, VoIP, integrations, and infrastructure, along with customer-facing pre-sales ownership including solution design, demos, and technical proposals.

Primary solution ecosystems include platforms such as Genesys, NICE, Cisco Webex, Avaya, and Enghouse (companys core solution stack).

CERTIFICATIONS:

Relevant certifications in Contact Center Technologies, Microsoft, Networking, Project Management, or ITIL are preferred.

EXPERIENCE:

12+ years overall experience

Minimum 5 years in a similar Service Delivery / Pre-Sales role within a System Integrator or enterprise technology environment

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Responsible to lead the Service Delivery and CSAT of Business-Critical Applications for Large Enterprise Customers in India and GCC Countries.
• Manage Pre-Sales for Omni Channel and on premises & AI Cloud Contact Center and Infra Monitoring/ITOM Applications.
• Handle Level 2 and L3 troubleshooting for on premises & Cloud Contact Centers, ITOM Solutions, Windows/Linux Servers, Hyper Converged Infra, VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
• Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
• Provide problem resolution, Root Cause Analysis, and Action Plans.
• Ensure Life Cycle Management of Platforms within the Applications framework.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

• Minimum 5 years of experience in a similar role within an SI Company.
• Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer.
• Experience with Contact Centers, Telcos, and BPO’s NOC in ITIL frameworks.
• Ability to analyze problems and provide robust solutions.
• Strong understanding of monitoring and Contact Center Applications, ITOM/EPM tools, Security tools, and Backup tools.
• Excellent communication, leadership, and organizational skills.
• Relevant industry certifications (Contact Centers, Microsoft Technologies, Network, Project Management, ITIL).
• Flexibility to work in different shifts and time zones.
• Technical and business communication
• Project management and operational excellence
• People management and team leadership

SOFT SKILLS:

MANDATORY

1. Good Communication – ability to communicate and articulate the message effectively and engage the person/s well during the conversation.

2. Customer service and relationship management.

1. Stake holder management - Ability to effectively engage the stakeholders, navigate through the day to day HR administration, people actions
2. Problem Solving – ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.

Passion for Results – Demonstrate the sense of urgency to deliver results