Manager - Service Delivery

HTIC Global; Kochi; On-site; INR 1,00,000 - 4,50,000; Full time

Job summary

A leading company is seeking a result-oriented Service Delivery Manager to oversee end-to-end service operations and enhance performance. This role emphasizes leadership in client relationship management, incident handling, and resource allocation while ensuring high client satisfaction and operational efficiency.

Qualifications

• 5–8 years of experience in service delivery, operations, or client service roles.
• Proven leadership, analytical, and problem-solving capabilities.
• Strong understanding of SLAs, KPIs, service frameworks (e.g., ITIL).

Responsibilities

• Ensure consistent, high-quality delivery of services in alignment with SLAs and KPIs.
• Act as the key point of contact for clients, manage communications and address concerns.
• Lead, mentor, and manage the service delivery team for performance and engagement.

Skills

Service Delivery & Operations Management

Incident & Problem Management

Analytical & Decision-Making Skills

Organizational & Time Management

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Information Technology

Job description

We are seeking a result-oriented Service Delivery Manager to oversee end-to-end service operations, maintain high client satisfaction, and continuously enhance service performance. This role requires strong leadership, operational efficiency, and stakeholder management.

Primary Duties & Responsibilities:

Service Delivery Oversight: Ensure consistent, high-quality delivery of services in alignment with SLAs, KPIs, and client expectations.

Client Relationship Management: Act as the key point of contact for clients, proactively manage communications, and address concerns to ensure satisfaction and retention.

Team Leadership: Lead, mentor, and manage the service delivery team to ensure performance, engagement, and alignment with organizational goals.

Incident & Escalation Management: Oversee critical incident handling, manage escalations, and ensure timely resolution with root cause analysis.

Performance Monitoring: Track and report on operational performance metrics, service quality, and client feedback; take corrective actions as necessary.

Resource Management: Plan, allocate, and optimize resources across projects and services to ensure timely and efficient delivery.

Service Improvement: Identify inefficiencies and drive continuous process improvements using best practices and data insights.

Secondary Duties & Responsibilities:

Documentation & Reporting: Maintain service documentation, dashboards, and periodic review reports for internal and client stakeholders.

Compliance & Risk Management: Ensure adherence to policies, regulatory guidelines, and service compliance standards.

Training & Development: Facilitate skill development and training programs for service teams to enhance capabilities and productivity.

Cross-functional Collaboration: Work with Sales, Technical, HR, and Finance teams to support new projects, transitions, and service expansions.

Qualification:

Bachelor’s degree in Business Administration, Information Technology, or a related field.

Experience:

5–8 years of experience in service delivery, operations, or client service roles.

Proven leadership, analytical, and problem-solving capabilities.

Strong understanding of SLAs, KPIs, service frameworks (e.g., ITIL), and delivery metrics.

Excellent communication and client-facing skills.

Skills & Competencies (Must Have):

Service Delivery & Operations Management

Incident & Problem Management

Analytical & Decision-Making Skills

Organizational & Time Management

Skills & Competencies (Good to Have):