Role Summary The Senior Service Delivery Manager SDM is a critical leadership position with at least 12-15 years experience responsible for the successful end-to-end delivery of services to a key client or set of clients This role serves as the executive client interface and single point of accountability for operational performance contractual compliance and overall client satisfaction The SDM drives strategic planning operational excellence financial oversight P L and team performance to ensure high-quality cost-effective service delivery to build long-term client partnerships Key Responsibilities The responsibilities are categorized into three core areas Service Operations Excellence Governance Management and Client centricity I Client Contract ManagementExecutive Client Interface Act as the primary senior point of contact for the customer building and maintaining a solid trusting and long-term relationship Contractual Oversight Ensure all services are delivered in strict accordance with the SLAs Key Performance Indicators KPIs and all terms of the master contract Revenue Relationship Growth Proactively identify opportunities for service expansion value-add initiatives and continuous improvement that enhance the client s business value year-over-year Governance Reporting Lead and Drive all formal governance meetings and business reviews Prepare and present executive summary dashboards performance reports and strategic recommendations to both client and internal senior leadership Issue Escalation Manage and resolve complex highly visible client escalations and critical service challenges effectively and promptly II Operational Quality ExcellenceProcess Optimization Oversee the organization and effective management of all operational aspects of service delivery Implement and drive a culture of continuous process improvement CPI utilizing methodologies such as Six Sigma Lean or Kaizen Risk Management Identify assess and mitigate operational risks that could impact service delivery quality or contractual compliance Quality Compliance Ensure service delivery processes adhere to relevant industry standards quality mandates regulatory standards and internal policies Resource Allocation Optimize the effective allocation and utilization of human technical and financial resources to meet varying service demands efficiently Business Continuity Maintain test and enforce robust business continuity and disaster recovery plans to ensure service resilience III Manage P LProfit Loss P L Accountability Assume full financial responsibility for the service contract including budget management cost containment revenue forecasting and driving account profitability Thought Leadership Driving innovation and influencing industry trends through expert insights and strategic vision Required Qualifications ExperienceExperience 15 years of total professional experience with at least 8 to 10 years specifically managing high-value complex outsourcing or service contracts Leadership Scope Proven experience leading and managing a large-scale multi-functional operational team Business Acumen Demonstrated experience with P L responsibility budget management Service Frameworks Strong knowledge of industry best practices and frameworks ITIL relevant to managing large service operations Education Minimum Bachelor s degree in Business Operations Management or a related field An MBA or Master s degree is highly preferred Communication Exceptional written and oral communication skills in English and other required languages with proven ability to present to C-level executives Personal Attributes Highly strategic self-motivated results-oriented leader with superior negotiation organizational and conflict resolution skills Ability to adapt and thrive in complex dynamic client environments

📌 Service Delivery Manager (Karnataka)
🏢 Information Services Group
📍 Karnataka