Service Delivery Manager (SDM)

International SOS; Gurugram District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Aspire Lifestyles in Gurugram, India, seeks a Service Delivery Manager to oversee end-to-end service delivery for the Aspire Business Line. You will ensure SLAs, performance standards, and quality while collaborating with cross-functional teams to drive client satisfaction.

You will act as a main liaison between clients and internal groups, manage escalations, monitor KPIs, and lead continuous improvement initiatives to enhance service quality and efficiency.

Qualifications

• Bachelor's degree or equivalent in Business Administration or related field.
• Experience in service delivery management or account management.
• Experience in concierge/hospitality/travel/customer experience preferred.

Responsibilities

• Oversee end-to-end service delivery to clients per SLAs and contractual commitments.
• Collaborate with Operations, Sales, Technology, and support functions for seamless service delivery.
• Establish and monitor KPIs, identify trends, risks, and improvement opportunities.
• Build trusted client relationships and proactively address concerns to ensure satisfaction.
• Serve as escalation point for service issues with timely resolution and communication.
• Drive continuous improvement to enhance service quality and efficiency.
• Identify gaps and implement best practices, controls, and standardized workflows.
• Prepare and present service performance reports and reviews to senior management.

Skills

Service delivery management

Operations

Client servicing

Stakeholder management

Leadership

Education

Bachelor's degree or equivalent in Business/Operations/Related field

Job description

Role Overview

The Service Delivery Manager is responsible for overseeing end-to-end service delivery performance and client satisfaction within the Aspire Business Line. The role ensures that agreed service levels, operational standards, and performance objectives are consistently achieved while driving continuous improvement and delivering an exceptional client experience.

The successful candidate will act as a key link between clients and internal teams, providing strong operational leadership, managing escalations, monitoring performance, and identifying opportunities to enhance service quality and efficiency.

Service Delivery Manager

Location: Sec-48,Gurugram, India

Function: Service Delivery / Operations

Employment Type: Full-time

Key Responsibilities

• Lead and manage the end-to-end delivery of services to clients in accordance with agreed Service Level Agreements (SLAs), contractual commitments, and performance standards.
• Partner closely with cross-functional teams, including Operations, Sales, Technology, and other support functions, to ensure seamless and consistent service delivery.
• Establish and monitor service performance metrics and Key Performance Indicators (KPIs), using data and reporting to identify trends, risks, and opportunities for improvement.
• Develop and maintain strong, trusted relationships with clients by understanding their business needs, proactively addressing concerns, and ensuring high levels of client satisfaction.
• Act as a key point of escalation for service-related issues, ensuring timely investigation, resolution, communication, and follow-through.
• Drive continuous improvement initiatives to enhance service quality, operational efficiency, customer experience, and overall business performance.
• Identify process gaps and implement best practices, controls, and standardized ways of working to improve service delivery.
• Prepare and present regular service performance reports, dashboards, and business reviews to senior management and key stakeholders.
• Support the development and execution of service delivery strategies aligned with Aspire Lifestyles' business objectives and client expectations.
• Collaborate with internal stakeholders to identify service risks and develop appropriate mitigation and contingency plans.
• Ensure effective communication of service priorities, performance expectations, operational changes, and improvement initiatives across relevant teams.
• Promote a customer-centric culture focused on service excellence, accountability, collaboration, and continuous improvement.
• Ensure compliance with company policies, contractual obligations, industry standards, and applicable regulatory requirements.
• Contribute to service reviews, client governance meetings, operational planning, and other strategic initiatives as required.

Qualifications & Skills

• Bachelor's degree or equivalent experience in Business Administration, Management, Operations, Hospitality, or a related discipline.
• Proven experience in service delivery management, operations, account management, client servicing, or a similar role.
• Experience within concierge services, lifestyle management, hospitality, travel, customer experience, or a related service-oriented industry is preferred.
• Strong leadership and team management skills, with the ability to motivate, coach, and develop high-performing teams.
• Excellent verbal and written communication skills, with strong stakeholder management and relationship-building capabilities.
• Strong client-facing skills with the ability to manage expectations and build long-term trusted partnerships.
• Demonstrated ability to manage multiple priorities, projects, and stakeholders in a fast-paced, service-driven environment.
• Strong analytical and problem-solving capabilities, with experience using data and performance metrics to drive decisions.
• Proficiency in preparing management reports, dashboards, presentations, and performance reviews.
• Strong escalation management skills, with a calm, structured, and solutions-focused approach.
• Knowledge of service management frameworks such as ITIL or equivalent methodologies is advantageous.
• Strong organizational skills and attention to detail, with a proactive approach to identifying and resolving operational challenges.
• Commitment to Aspire Lifestyles' values of integrity, quality, service excellence, and customer-centricity.

Key Competencies

• Service & Client Excellence
• Leadership & People Management
• Stakeholder Management
• Operational Excellence
• Analytical & Data-Driven Decision Making
• Problem Solving & Escalation Management
• Continuous Improvement
• Communication & Influencing
• Strategic Thinking
• Accountability & Ownership