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.

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.