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.

Requirements

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.