Description 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 Management Executive 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 Excellence Process 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

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