Service Delivery Manager

Job Role: Service Delivery Manager

Service Delivery Manager Bengaluru
Designation: Service Delivery Manager – Bangalore
Business Vertical: IOA – Employee Experience Service
Location: Bengaluru
Reporting Manager: DGM/GM

Role and Responsibilities
SDM will be responsible for end to end performance client and team management. Responsible for managing a
team of 120 150 associates with 56 Team Leaders. Responsible for managing SLAs driving process and
operation improvement ideas and providing recommendations to strategic plans. Improving production
productivity quality and customerservice standards; resolving problems; identifying trends; determining
training system improvements and implementing change
The key responsibilities will include:
Resource should have experience of 4 years in client management & Customer service environments
Resource should have good hold on operational fundamentals
Processes operations tasks and activities for clients with minimal supervision
Responsible for meeting quality quantity and timeliness deadlines
Interacts with Team Leads and associates to meet client needs in a timely manner. Works effectively as a
member of the team.
Adherence to procedures and compliance
Updating and presenting weekly/monthly/Quarterly Business reviews and reports to the clients and the
management
Managing absenteeism/ shrinkage.
Appraisal process for the Team Leaders
Collate and validate various data points with respect to the SLA and KPI of the process.
Job Description
Service Delivery Manager Bengaluru
Understand and analyze the data to prepare meaningful weekly or monthly reports on the teams’
performance
Responsible for RCA and CAPA for any SLA miss
Experience in preparing & presenting business reviews to client & internal stakeholders
Skill to identify opportunities to improve in the existing process & bring value add to the existing setup
Minimum Qualification:
4 years of experience as an Operations manager & have led a large team
Excellent communication & presentation skills
Expert in data analysis & provide valuable insights
Experience in grooming the subordinates
Preferred Qualification:
knowledge of Profit & loss