Service Delivery Manager

Job Summary

Job Title: Service Delivery Manager

You will own end-to-end service delivery for strategic accounts, ensuring that sales commitments translate into consistent, high-quality customer outcomes. This role bridges clients, sales, delivery teams, and vendors to maintain SLAs, drive continuous improvement, and safeguard customer satisfaction and retention. You will lead day-to-day delivery operations for multiple accounts, influence cross-functional priorities, and report on delivery performance to senior stakeholders.

Key Responsibilities

• Manage delivery for assigned client portfolios, ensuring on-time, on-budget, and high-quality service outcomes.
• Own SLA and KPI monitoring; implement corrective actions to address performance gaps.
• Serve as the primary client escalation point and maintain strong customer relationships.
• Coordinate with Sales, Product, Engineering, and Finance to align delivery commitments and commercial terms.
• Oversee incident and change management processes and ensure timely resolution and clear client communication.
• Prepare and present delivery reports, business reviews, and forecasts for internal and client stakeholders.
• Drive process improvements, standard operating procedures, and best practices to increase efficiency and customer satisfaction.
• Manage third-party vendors and subcontractors to meet contractual obligations.

Technology Stack

• CRM and service platforms: Salesforce, Microsoft Dynamics, ServiceNow, Jira Service Management
• Reporting and analytics: Power BI, Tableau, advanced Excel (pivot tables, macros)
• Integration and operations: RESTful APIs, Webhooks, basic SQL for data queries
• Cloud and infrastructure awareness: AWS / Azure (SaaS deployment models and service monitoring)
• Collaboration and ITSM tools: Confluence, Slack/MS Teams, Zendesk
• Monitoring and automation: basic concepts of CI/CD, automated alerts, and runbooks

Required Skills Competencies

• Strong client management and stakeholder communication skills.
• Proven experience in SLA/KPI definition and performance management.
• Solid understanding of ITSM practices and incident/change management.
• Proficiency with reporting tools (Power BI, Tableau) and data-driven decision making.
• Ability to coordinate cross-functional teams and multiple concurrent deliveries.
• Experience with vendor management and contract execution.
• Problem solving and process improvement mindset with a focus on operational excellence.
• Strong organizational skills and attention to detail.
• Familiarity with cloud service models (AWS/Azure) and integration patterns.

Leadership Expectations

• Mentor and coach delivery team members to improve performance and career development.
• Lead delivery planning, resource allocation, and capacity management.
• Drive post-implementation reviews and continuous improvement initiatives.
• Facilitate cross-team collaboration, run regular status reviews, and lead stakeholder meetings.
• Influence technical and operational decisions to balance client needs and organizational capability.

Qualifications

• Master of Business Administration (MBA) required.
• 4 to 7 years of experience in service delivery, client services, account delivery, or similar roles.
• Experience working with enterprise clients and SaaS or technology-enabled services.
• Relevant certifications such as ITIL Foundation, PMP, or equivalent are desirable.

Location

Full-time position based in Mohali, Punjab. Role will require close collaboration with internal teams and may include periodic client site visits.

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.