Role Summary / Job Purpose
The SDM role is primarily customer-facing and strategically oriented, ensuring that service delivery processes not only meet SLAs but also advance client business objectives and long-term goals. Operating with a high degree of autonomy, the SDM manages complex service environments and converts operational insights into clear, actionable recommendations for senior leadership. The position is accountable for maintaining service delivery and support processes that consistently deliver exceptional client service in a cost-effective manner. Beyond operational excellence, the SDM ensures all activities are aligned with business impact metrics and client success

Key Responsibilities

Client & Stakeholder Management
The SDM acts as the primary liaison for clients and internal stakeholders, ensuring service expectations are clearly defined, communicated, and consistently met. Building and sustaining long-term client relationships through proactive engagement is central to this function.



This includes explicitly connecting service performance to client business priorities and outcomes.

Service Delivery & Operational Oversight
This area involves leading end-to-end service execution in alignment with contractual SLAs and KPIs and business impact metrics such as customer retention, revenue assurance, and operational continuity. The SDM conducts regular service reviews, balances service quality with cost-efficiency, and ensures operational excellence across delivery streams.
Dispatch Services Management
The SDM oversees dispatch operations across APAC, EMEA, and AMER regions. Responsibilities include timely assignment of field engineers and service personnel, optimizing dispatch workflows to improve response times, reduce costs, and enhance service coverage. Workflows should be optimized not only for efficiency but also for minimizing business disruption and ensuring continuity.

Performance & Quality Assurance
The SDM monitors service metrics, manage

📌 Service Delivery Manager (India)
🏢 AVASO Technology Solutions
📍 India