Service Delivery Manager na Information Services Group
Information Services Group · Bangalore, Índia · Onsite
- Senior
- Escritório em Bangalore
Description
- Executive Client Interface: Act as the primary, senior point of contact for the customer, building and maintaining a strong, trusting, and long-term relationship.
- Contractual Oversight: Ensure all services are delivered in strict accordance with the SLAs, Key Performance Indicators (KPIs), and all terms of the master contract.
- Revenue/ Relationship Growth: Proactively identify opportunities for service expansion, value-add initiatives, and continuous improvement that enhance the client’s business value year-over-year.
- Governance & Reporting: Lead and Drive all formal governance meetings and business reviews. Prepare and present executive summary dashboards, performance reports, and strategic recommendations to both client and internal senior leadership.
- Issue Escalation: Manage and resolve complex, highly visible client escalations and critical service challenges effectively and promptly.
- Process Optimization: Oversee the organization and effective management of all operational aspects of service delivery. Implement and drive a culture of continuous process improvement (CPI), utilizing methodologies such as Six Sigma, Lean, or Kaizen.
- Risk Management: Identify, assess, and mitigate operational risks that could impact service delivery, quality, or contractual compliance.
- Quality & Compliance: Ensure service delivery processes adhere to relevant industry standards, quality mandates (regulatory standards), and internal policies.
- Resource Allocation: Optimize the effective allocation and utilization of human, technical, and financial resources to meet varying service demands efficiently.
- Business Continuity: Maintain, test, and enforce robust business continuity and disaster recovery plans to ensure service resilience.
- Profit & Loss (P&L) Accountability: Assume full financial responsibility for the service contract, including budget management, cost containment, revenue forecasting, and driving account profitability.
- Thought Leadership: Driving innovation and influencing industry trends through expert insights and strategic vision
- Experience 15+ years of total professional experience, with at least 8 to 10 years specifically managing high-value, complex outsourcing or service contracts.
- Leadership Scope Proven experience leading and managing a large-scale, multi-functional operational team
- Business Acumen Demonstrated experience with P&L responsibility, budget management.
- Service Frameworks Strong knowledge of industry best practices and frameworks (ITIL) relevant to managing large service operations.
- Education Minimum: Bachelor’s degree in Business, Operations Management, or a related field. An MBA or Master’s degree is highly preferred.
- Communication Exceptional written and oral communication skills in English (and other required languages), with proven ability to present to C-level executives.
- Personal Attributes Highly strategic, self-motivated, results-oriented leader with superior negotiation, organizational, and conflict resolution skills. Ability to adapt and thrive in complex, dynamic client environments.