Job Summary:
We are seeking a highly driven and experienced Service Delivery Manager (SDM) to lead and manage end-to-end delivery of solutions in the Contact Center space. This role requires strong project management capabilities, technical knowledge in IVR development, and expertise in handling cross-functional teams. The SDM will be responsible for ensuring high-quality delivery of services and solutions to clients while maintaining operational excellence and customer satisfaction
Role
Service Delivery Management:
- Own overall service delivery for Contact Center solutions, including IVR applications, agent desktop tools (e.g., Cisco Finesse), routing workflows, and reporting platforms.
- Ensure compliance with SLA/KPI metrics and contractual obligations.
- Manage operational escalations and provide leadership during critical incident response.
- Coordinate with support and engineering teams to ensure issue resolution and service continuity.

Project & Program Management:
- Lead the planning, execution, and delivery of contact center projects including migrations, upgrades,



and current feature rollouts.
- Create and manage project plans, timelines, resource allocation, and risk mitigation strategies.
- Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
- Oversee project documentation, status reporting, and stakeholder updates.

IVR and Technical Oversight:
- Guide IVR design and development efforts in collaboration with architects and developers.
- Review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services).
- Ensure that solutions are scalable, efficient, and aligned with industry best practices.

Team Leadership & Collaboration:
- Lead and mentor cross-functional teams including developers, testers, and support engineers.
- Foster a collaborative work environment that encourages innovation and knowledge sharing.
- Drive continuous improvement initiatives t

📌 Project Manager (Kottayam)
🏢 Servion Global Solutions
📍 Kottayam