Service Delivery Manager

Role Overview
In this high-impact leadership role, you will drive the success of service delivery operations by ensuring strong client relationships, operational excellence, and continuous improvement. You will lead service delivery in a dynamic environment, enabling effective coordination across teams, stakeholders, and business objectives. You will oversee project performance, guide managerial teams, and uphold high service standards through effective governance, data-driven insights, and proactive risk management. Additionally, you will support decision-making, foster a high-performance culture, and enable teams to consistently achieve organizational goals. You will play a pivotal role in integrating AI-driven efficiencies into our delivery workflows, leveraging cutting-edge tools to optimize operational output.

• Ensure successful service delivery by establishing robust process controls to consistently meet and exceed all SLAs and KPIs.
• Monitor the overall functioning of processes and performance of services. Conduct deep dives and Root Cause Analysis to provide detailed explanations and action plans for any out-of-target KPIs.
• Identify operational bottlenecks and improvement areas, implementing adequate measures to maximize customer satisfaction, quality, and efficiency.
• Administer scheduling systems, manage staffing, coverage, and optimize overall utilization percentages across the project.
• Act as the primary point of contact to build an excellent rapport with key client staff and collaborate with senior management on client account management and growth.
• Generate comprehensive reports and dashboards to appraise management of process operations. Sponsor and conduct regular governance checkpoints, status meetings, and service delivery reviews.
• Build and maintain strong relationships with peers at middle/senior management levels across multiple units within the organization to facilitate seamless team workflow.
• Provide strategic direction for Team Managers and project teams across all project phases, ensuring project profitability and effective Change Management.
• Manage the seamless transition of new services or processes by mapping client requirements and developing/implementing workflows in line with pre-set guidelines.
• Coordinate projects, process improvement strategies, and methodologies to ensure maximum operational efficiency.
• Drive AI adoption within the team by identifying opportunities to embed AI tools into daily operations to enhance productivity and service quality.
• Actively participate in the development, testing, and refinement of AI agents, providing feedback to technical teams to improve agent performance and alignment with business goals.
• Collaborate with cross-functional teams to translate complex business needs into AI-driven solutions, utilizing industry-standard development environments to iterate on prompt engineering and model behavior.
• Lead the hiring and onboarding strategies to attract, select, and integrate top talent into the operational ecosystem seamlessly.
• Communicate job expectations, plan, monitor, appraise, and review job contributions while strictly enforcing company policies and procedures.