Sr. Service Delivery Manager

Concentrix; Kolkata; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

A leading international service provider is seeking a seasoned Sr. Service Delivery Manager in Kolkata. This role involves overseeing operations for a premium OTA client, strategic planning, and managing a large team to ensure operational excellence and client satisfaction. Candidates should have significant experience in BPO CX operations, with a focus on driving business growth and performance improvement.

Qualifications

• Minimum 11 years in BPO CX operations with 1-2 years in Travel/OTA/Airlines preferred.
• Strong understanding of emerging technologies and industry best practices.
• Proven success in leading large teams with 300+ FTEs.

Responsibilities

• Lead operational improvements and optimize resource allocation.
• Develop strategies aligned with growth objectives.
• Manage P&L for business operations.

Skills

Operational leadership

Strategic planning

Team management

Client relationship management

Analytical skills

Job description

Overview

We are seeking a seasoned and strategic leader to join our team as Sr. Service Delivery Manager for a premium International Travel/OTA client. The incumbent will be responsible for overseeing the end-to-end operations of the program, acting as a key liaison between external clients, internal operations, and support teams. This role serves as the primary point of contact for both internal and external stakeholders, ensuring alignment with contractual obligations and service excellence. As a critical leadership position with P&L ownership, this role will directly influence the growth trajectory of one of the company’s most dynamic and rapidly expanding business verticals.

Responsibilities

• Operational Excellence: Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.
• Domain Capability: Strengthen domain capabilities through continuous improvement and talent development.
• Strategic Planning: Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
• Business Growth: Collaborate with Sales & Marketing teams across geographies to support and drive business expansion.
• Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with the client.
• P&L Ownership: Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.
• Team Management: Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach.
• Client Satisfaction: Act as the ‘Voice of the Customer’ by building strong client relationships and ensuring high levels of satisfaction.
• Best Practices: Develop, share, and implement best practices across service offerings and domains.
• Compliance: Ensure full compliance with client-specific regulatory requirements and internal standards.

Profile & Experience

• Experience: Minimum 11 years in BPO CX operations, with 1-2 years in the Travel/OTA/Airlines domain (preferred, not a mandate).
• Industry Knowledge: Strong understanding of business trends, emerging technologies, and industry best practices.
• Analytical Acumen: Ability to streamline complex processes and make data-driven decisions.
• Leadership: Proven success in leading large teams (HC of 300 FTEs), attracting and developing talent, and fostering a high-performance culture.
• Performance Management: Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.
• Business Growth: Track record of driving performance and scaling operations in a matrix-driven organization.
• Stakeholder Engagement: Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service
• Industries