We are seeking a highly experienced and strategic Service Delivery Manager to lead process management and improvement, manage teams, ensure exceptional customer service, and drive strategic initiatives. You will be responsible for achieving productivity enhancements, overseeing recent process migrations, managing client relationships, and fostering a culture of continuous improvement within the ITES sector.

Roles and Responsibilities:

Process Management & Improvement:

- Drive and achieve productivity enhancements.
- Own weekly/monthly management reports, highlighting relevant gaps and concerns.
- Oversee the migration and stabilization of current processes.
- Periodically review process and regulatory requirements, ensuring compliance.
- Review FTE (Full-Time Equivalent) requirements, shift plans, and capacity planning.
- Initiate, execute, and facilitate process improvement initiatives/projects.
- Integrate domain knowledge and business understanding to create superior solutions for the client.
- Must transparent at least one certification a year.

People Management:

- Conduct regular meetings with team leaders and resolve concerns.




- Conduct skip-level meetings with team members and resolve escalations.
- Own rewards and recognition schemes for assigned processes/teams.
- Oversee L&D; (Learning & Development) trainings for self and team leaders.
- Oversee staff domain certifications.
- Ensure completion of process certifications by all staff (Team leads & associate) within predefined timelines.
- Liaise with the recruitment team for recruiting new team members.
- Identify and facilitate movements within the division for team leads.

Customer Service & SLA Delivery:

- Drive on-time, accurate, and quality service delivery within agreed upon SLAs (Service Level Agreements) for assigned processes.
- Manage client relationships and escalations effectively.

Strategic Initiatives:

- Explore opportunities to move processes to the GSC (Global Service Center) satellite office.
- Participate in special projects/organization-wide initiatives.

QUALIFICATIONS:

- Post-graduation in any discipline (Master's Degree).

📌 Service Delivery Manager (Pune)
🏢 Spes Manning
📍 Pune