About The Company Servion Global Solutions is a leading provider of customer engagement solutions, dedicated to transforming the way organizations interact with their customers. With a strong focus on innovation and excellence, Servion leverages cutting-edge technologies to deliver comprehensive contact center and customer experience solutions tailored to meet diverse business needs. The company prides itself on its commitment to quality, customer satisfaction, and continuous improvement, establishing a reputation as a trusted partner for enterprises across various industries globally.

About The Role We are seeking a highly driven and experienced Service Delivery Manager (SDM) to oversee the end-to-end delivery of contact center solutions, with a particular focus on IVR development and management. This role requires a strategic thinker with strong project management capabilities, technical expertise in contact center platforms, and excellent leadership skills. The SDM will be responsible for ensuring the successful deployment, operation, and continuous improvement of contact center services, maintaining high standards of quality and customer satisfaction.

The ideal candidate will act as a bridge between technical teams and clients, managing expectations, resolving escalations, and driving service excellence across all touchpoints.

Qualifications The ideal candidate should possess proven experience as a Service Delivery Manager or Project Manager within a contact center technology environment. A strong understanding of IVR platforms such as Cisco CVP, Genesys, Avaya, or AWS Connect Lex is essential. Hands-on experience or prior involvement in IVR and call flow development using VXML, Java, JavaScript, or XML is highly desirable.





Candidates should have comprehensive knowledge of contact center technologies including Cisco UCCE/UCCX, Finesse, CUCM, SIP, and CTI integrations. Familiarity with project management methodologies like Agile and Waterfall, along with proficiency in project tools such as MS Project, JIRA, Confluence, and ServiceNow, is required.

Certifications such as PMP or PRINCE2, along with ITIL certification, are considered a plus.

Responsibilities As a Service Delivery Manager, your primary responsibilities will include owning the overall service delivery for contact center solutions, ensuring adherence to SLA and KPI metrics, and managing operational escalations effectively. You will coordinate closely with support and engineering teams to ensure seamless issue resolution and service continuity. Leading the planning, execution, and delivery of projects such as migrations, upgrades, and new feature deployments will be a key aspect of your role.

This involves creating detailed project plans, managing timelines, allocating resources, and mitigating risks. You will act as the main point of contact for stakeholders, providing clear communication, managing expectations, and delivering regular status updates. In addition, you will oversee IVR design and development efforts, reviewing and approving technical designs, call flows,



and system integrations to ensure scalability and efficiency.

Leading and mentoring cross-functional teams—including developers, testers, and support engineers—will be vital to fostering a collaborative and innovative work setting. You will also be responsible for building and maintaining strong relationships with clients and internal stakeholders, conducting service reviews, and translating customer feedback into actionable insights for continuous improvement.

Benefits Servion Global Solutions offers a competitive benefits package designed to support the well-being and professional growth of its employees. This includes comprehensive health insurance, retirement plans, and paid time off. The company also promotes a dynamic work environment that encourages learning and development through training programs, certifications, and career advancement opportunities.

Employees benefit from a collaborative corporate culture that values innovation, diversity, and inclusion. Additionally, the organization provides flexible work arrangements to support work-life balance, along with recognition programs to reward outstanding performance.

Equal Opportunity Servion Global Solutions is committed to creating an inclusive environment where all employees and applicants are treated with fairness and respect. We are proud to be an equal opportunity employer, providing opportunities regardless of race, gender, age, religion, national origin, disability, or any other characteristic protected by law. Our focus is on fostering a diverse workforce that reflects our global client base and promotes a culture of innovation and collaboration.

📌 Project Manager (India)
🏢 FetchJobs.co
📍 India