Service Delivery Manager

General Manager or Director

Qualification:

• Intermediate/ Upper Intermediate as minimum standard of English.

Responsibility:

Business/ Customer:

• Deliver on Financial goals for the business Manage customer relationships through regular communication with clients through weekly/ monthly reviews Discuss operational issues and Critical to Quality (CTQ) delivery Attend customer calls and meetings, proactively flag issues and prevent surprises Anticipate & plan for new business & get involved in hiring Proactively identify opportunities for additional business with customer Manage and resolve escalations and issues raised by customers Prepare and report process performance metrics to stakeholders Participate in management discussions (Governance discussion, Management forums with customer) Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value Analyze customer feedback at desired intervals and initiate ways to improve the score Identify opportunities for Growth & deliver on growth commitments Identify key cost drivers and ensure they are optimized Adopt best practices from other processes/ verticals etc Share value addition and best practices across teams.

Project / Process:

• Ensure proper documentation and knowledge transfer as per project plan and schedule Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines Initiate and deliver on process improvement projects to improve process efficiencies Work with support functions to enable infrastructure support to team and ensure zero downtime Ensure compliance to the set standards.

• orms in order to adhere to quality standards and other compliance norms Resource utilization and scheduling of end to end work Prepare for infrastructure and other growth related requirements Plan for resources based on volume projection and current available head count and allocate responsibilities Effective forward planning in terms of process delivery, people & client engagement.

Knowledge Management:

• Ensure strong and regular cross training programs within the project Contribute and facilitate knowledge sharing sessions within and across the teamsResponsible on documenting any change in process/metrics and work with internal teams to ensure the same is being addressed and closedParticipate in knowledge transfer when required Ensure that all relevant parties understand the processes and tools.

People/Team Management:

• Provide guidance and mentorship to team Drive knowledge management and continuous up skilling of the team to achieve Best in Class Results Conduct performance appraisals for team members Identify training needs for direct reports and ensure domain/developmental trainings needs are met Manage attrition through skip level meetings, planning interventions, engagement calendars Participate in organizational initiatives such as recruitment drives, training programs etc Deliver communication received from senior management to the team members though town halls, team meetings Ensure Pyramid Optimization Manpower Planning (Re)deployment.