Service Delivery Manager

The Service Delivery Operations Head is responsible for leading and managing end-to-end service delivery operations across Service Desk, Field Support Services (FSS), and Account Service Management (ASM) teams. This role ensures operational excellence, SLA/KPI compliance, client satisfaction, and continuous improvement of service delivery performance. Requirements 1. Operational Management & Service Delivery Oversight • Oversee daily operations of Service Desk, FSS, and ASM teams. • Ensure compliance with client SLAs, KPIs, and contractual obligations. • Monitor operational metrics including ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality. • Drive operational stability and ensure timely resolution of incidents and service requests. • Ensure effective coordination between operational units and support teams. 2. Client & Escalation Management • Act as the primary escalation point for critical operational and client-related concerns. • Participate in client meetings, operational reviews, and business reviews. • Ensure timely and accurate communication with clients during critical incidents. • Lead recovery actions for SLA risks, operational gaps, and escalations. • Build and maintain strong professional relationships with clients and key stakeholders. 3. Team Leadership & People Management • Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel. • Conduct coaching sessions, performance reviews, and alignment meetings. • Drive accountability and enforce operational standards and governance. • Identify staffing gaps, training needs, and succession planning opportunities. • Support employee engagement, retention, and development initiatives. 4. Performance Monitoring & Continuous Improvement • Analyze operational reports, SLA/KPI performance, workforce trends, and productivity metrics. • Identify process gaps and implement continuous improvement initiatives. • Standardize operational procedures, documentation, and escalation processes. • Ensure adherence to internal policies, client requirements, and compliance standards. • Lead initiatives focused on automation, efficiency, and operational optimization. 5. Workforce & Resource Management • Oversee manpower allocation, scheduling strategies, and operational coverage. • Ensure optimal utilization of field engineers, service desk agents, and support teams. • Work closely with Workforce Management and Reporting teams for forecasting and analytics. • Monitor attendance, productivity, and compliance across all service delivery teams. 6. Reporting & Governance • Review and validate operational reports, incident reports, client updates, and dashboards. • Ensure accurate documentation of escalations, corrective actions, and performance reviews. • Present operational performance, insights, and recommendations to senior management. • Support audit requirements and ensure adherence to governance frameworks.