Service Delivery Director

Job Summary

Job Summary

We are seeking an experienced Service Delivery Manager to oversee end-to-end service delivery management, ensuring high-quality service execution, strong stakeholder management, and client satisfaction. The role requires a strong understanding of Agile methodologies and involves regular client visits to maintain alignment and drive continuous improvement.

Key Responsibilities

• Lead and manage service delivery operations to ensure timely and quality delivery aligned with SLAs and KPIs
• Drive effective stakeholder management by collaborating with internal teams, leadership, and external clients
• Act as the primary point of contact for clients, ensuring strong relationship management and satisfaction
• Conduct periodic client visits to review performance, gather feedback, and identify improvement opportunities
• Implement and manage delivery processes using Agile framework for better efficiency and adaptability
• Monitor service performance metrics and proactively resolve risks, issues, and escalations
• Ensure continuous improvement in service delivery processes and operational excellence
• Coordinate with cross-functional teams (technology, operations, QA) for seamless delivery
• Prepare and present regular service reports, dashboards, and governance updates to stakeholders

Required Skills & Qualifications

• Strong experience in Service Delivery Management in IT/ITES environments
• Proven expertise in stakeholder management and client-facing roles
• Hands-on experience with Agile methodologies (Scrum/Kanban)
• Excellent communication, negotiation, and leadership skills
• Ability to manage multiple clients and priorities effectively
• Experience in handling escalations, risk management, and service improvement initiatives

Good to Have

• PMP / ITIL / Agile certifications
• Experience in global delivery models
• Exposure to automation or digital transformation initiatives

Key Competencies

• Client-centric mindset
• Problem-solving and decision-making
• Strong ownership and accountability
• Collaboration and influencing skills

Key Responsibilities

1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
3. Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.

Skill Requirements

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Other Requirements

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