Service Delivery Manager

Position: Service Delivery Manager
Location: Ahmedabad, Gujarat
Employment Type: Full-Time

About the Role
We are seeking an experienced and client-focused Service Delivery Manager to lead service operations, manage client relationships, and drive operational excellence. The ideal candidate should have strong exposure to MSP environments, experience working with USA-based clients, and the ability to build and maintain long-term client relationships in a fast-paced business environment.
The role requires a professional with excellent communication skills, strong rapport-building abilities, and solid knowledge of IT/SaaS services. The candidate should be flexible to work in different shifts and collaborate effectively with global teams and stakeholders.

Key Responsibilities
- Manage end-to-end service delivery operations for international clients, primarily USA-based clients.
- Act as the primary point of contact for clients and maintain strong, long-term business relationships.
- Ensure services are delivered as per agreed SLAs, quality standards, and client expectations.
- Lead, mentor, and manage internal teams to drive high performance and service excellence.
- Conduct regular client meetings, service reviews, and operational discussions.
- Handle escalations proactively and ensure timely resolution of client concerns.
- Coordinate with internal departments including recruitment, operations, HR, and leadership teams.
- Monitor team productivity, KPIs, and overall service quality metrics.
- Prepare reports, dashboards, and client presentations for leadership and stakeholders.
- Identify process improvement opportunities and implement operational efficiencies.
- Ensure seamless communication and collaboration between clients and internal teams across multiple time zones.

Required Skills Qualifications
- Bachelor s degree in Business Administration, Management, IT, or a related field.
- 5+ years of experience in Service Delivery, Account Management, Operations, MSP, or Client Management roles.
- Strong experience working with USA clients and handling international stakeholder management.
- Prior experience in MSP (Managed Service Provider) environments is mandatory.
- Good understanding of IT Services and SaaS-based business models.
- Proven ability to build strong rapport and maintain long-term client relationships.
- Experience managing teams while handling client-facing responsibilities.
- Excellent verbal and written communication skills.
- Strong problem-solving, conflict-resolution, and decision-making abilities.
- Ability to work in a fast-paced and dynamic environment.
- Good knowledge of SLA management, service delivery processes, and operational workflows.
- Proficiency in MS Office, CRM platforms, reporting tools, and ticketing systems is preferred.
- Flexible to work in rotational shifts as per business requirements.

Preferred Qualifications
- Experience in IT Services, Staffing, Recruitment, BPO, SaaS, or Managed Services industry.
- Experience handling multiple client accounts and distributed teams.
- Strong presentation, stakeholder management, and negotiation skills.
- Familiarity with performance metrics and service delivery frameworks.

What We re Looking For
- A proactive and solution-oriented professional with a client-first approach.
- Someone who can confidently build trust and maintain strong relationships with clients.
- A leader who can motivate teams and ensure smooth service operations.
- A confident communicator with strong interpersonal and relationship-building skills.
- A professional who is adaptable, flexible with shifts, and comfortable working in a collaborative global environment.