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Job Title: Service Delivery Manager - Customer Success Job Location: Sanpada, Navi Mumbai Experience: 10+yrs Role Summary: To lead and govern end-to-end managed services delivery, ensuring superior customer success across a geographically distributed landscape. This role demands solid leadership, strategic oversight, and operational excellence to manage large-scale service environments, drive continuous improvement, and align delivery outcomes with business objectives and customer expectations.Key Responsibilities: - Provide strategic leadership and ownership of managed services delivery across multiple regions, ensuring consistent service excellence and customer satisfaction. - Lead, mentor, and develop a multi-location team of 30+ engineers, fostering a high-performance and collaborative culture.- Ensure strict adherence to SLAs, KPIs, contractual commitments, and project milestones, with robust governance and documentation practices. - Partner with Sales, Presales, HR, and PMO to enable seamless resource planning, project execution, and service transitions. - Drive operational excellence and process standardization aligned with ITIL frameworks and industry best practices.- Establish effective service governance models, including periodic reviews, executive reporting, and stakeholder communications. - Build and strengthen customer, OEM, and partner relationships, ensuring alignment and long-term value creation. - Oversee service desk and support operations, ensuring timely incident resolution, accurate tracking,



and SLA compliance.- Champion continuous improvement initiatives, including automation, innovation, and efficiency optimization across service delivery. - Develop and enhance team capabilities, ensuring continuous upskilling, cross-skilling, and structured competency development. - Collaborate closely with business units to support POCs, solution deployments, and transition to steady-state operations.- Ensure effective risk management, escalation handling, and proactive issue resolution. - Drive adoption of emerging technologies such as Cloud, Security, Automation, and Infrastructure modernization. - Achieve high customer satisfaction and 80%+ client retention, while identifying growth and upsell opportunities.- Maintain attrition below 15% through strong people engagement and development initiatives. - Ensure zero surprise escalations with consistent, high-quality service delivery. - Deliver measurable efficiency improvements through at least 2 automation initiatives annually. - Build and maintain a minimum of 5 referenceable clients.- Enable presales capability within the team, with at least 3 skilled contributors. - Drive regular client engagement and internal governance reviews. - Contribute to organizational growth through revenue tracking, business insights, and strategic initiatives. - Support talent acquisition, succession planning, and leadership pipeline development.- Strengthen OEM/vendor management and partner ecosystem collaboration. Please note: Designation is finalized based on the interview evaluation.

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