Service Delivery Manager (DPO)

Job Summary

This role is responsible for overseeing service delivery operations, managing escalations, and ensuring client requirements are met with excellence. The individual will provide expert guidance to delivery teams, drive operational improvements, and foster strong client relationships, directly impacting service quality and customer satisfaction.

Key Responsibilities

Strategic Planning: Translate high-level business vision into actionable, multi-quarter functional strategies and key performance indicators (KPIs)

Managerial Leadership: Lead, mentor, and empower managers and team leads, taking responsibility for workforce planning and leadership succession.

Risk & Stakeholder Management: Identify operational and strategic risks, resolve cross-departmental escalations, and report progress directly to executive leadership.

Team Leadership & Execution: Supervise daily workflow, assign tasks, and ensure operational deadlines are met.

Escalation management :Manage escalations by applying techniques to resolve complex client issues, coordinating with internal teams for timely and effective solutions.

Skill Requirements

1. Expert Proficiency In Operations Management With Advanced ProblemSolving And Process Optimization Skills.
2. Excellent Expertise In Escalation Management For Resolving Critical Client Issues And Minimizing Service Disruptions.
3. Advanced Proficiency In Using Data Visualization Platforms (E.G., Power Bi, Tableau) To Monitor, Report, And Communicate Operational Metrics.
4. Strong Understanding Of Client Engagement Dynamics And Account Management Practices.
5. Excellent Communication And Stakeholder Management Skills.

Other Requirements

1. ITIL Foundation or Practitioner certification (optional but valuable).
2. Six Sigma Green Belt or Lean certification (optional but valuable).