Service Delivery Manager

Job description

We are looking for a proactive and experienced Service Delivery Manager (SDM) to join our team, responsible for managing the delivery of high-quality services to our clients within the US time zone. The SDM will ensure client satisfaction, meet service level agreements (SLAs), and lead the service delivery team to success. This is a client-facing, operational leadership role that requires a blend of strategic thinking, operational management, and excellent communication skills. Qualifications: Service Delivery Management: - Oversee the end-to-end delivery of services to clients located in the US time zone, ensuring adherence to SLAs and KPIs. - Ensure services are delivered on time, within scope, and within budget, while consistently meeting client expectations. - Manage client communications during US working hours, responding to service issues, inquiries, and escalation requests promptly. - Develop and optimize service delivery processes, methodologies, and best practices to enhance service quality and operational efficiency. Team Leadership and Development: - Lead, mentor, and support a team of service delivery professionals, ensuring they are well-equipped to meet client needs...