Service Delivery Manager SDM

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

Job summary

International SOS is seeking a Service Delivery Manager in Gurugram, India, to oversee end-to-end service delivery and ensure client satisfaction. The role focuses on maintaining SLA compliance, leading cross-functional teams, and driving continuous improvement to deliver an exceptional client experience.

You will act as a key liaison between clients and internal teams, monitor performance using KPIs, and escalate issues with timely resolutions.

Qualifications

• Bachelor's degree or equivalent in a related discipline.
• Proven experience in service delivery management or similar roles.
• Experience in concierge/hospitality/travel or customer-centric services preferred.

Responsibilities

• Oversee end-to-end service delivery performance and client satisfaction.
• Lead cross-functional collaboration to ensure SLA-aligned service delivery.
• Establish and monitor KPIs and report performance to stakeholders.
• Manage escalations and drive continuous improvement initiatives.
• Build strong client relationships and communicate service priorities clearly.
• Identify risks and develop mitigation and contingency plans.
• Ensure compliance with policies and regulatory requirements.

Education

Bachelor's degree in Business Administration / Operations

Job description

Job Description:

Service Delivery Manager

Location: Sec-48,Gurugram, India
Function: Service Delivery / Operations
Employment Type: Full-time

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.

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

• Bachelors 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