Designation-Senior Service Manager (SSM)

Key Expectations
- Own overall performance of the team and ensure delivery of agreed client outcomes.
- Consistently meet or exceed internal and client Service Level Agreements (SLAs).
- Drive high standards of service delivery through effective planning, execution, and monitoring.
- Proactively manage risks, escalations, and mitigation plans to ensure uninterrupted delivery.
- Build a sustainable delivery model with a robust focus on quality, efficiency, and client satisfaction.
- Lead, coach, and develop team members to drive performance, engagement, and growth.

Required Skills
- Strong people management and leadership capabilities.
- Proven experience in operations and/or technology delivery environments.
- Strong stakeholder and client management skills.
- Analytical and critical thinking
- Accountability and ownership
- Ability to plan, monitor, and optimize resources based on demand and business priorities.
- Strong analytical, problem solving, and decision-making skills.
- Effective communication and coaching skills.





Role Description

The Senior Service Manager (SSM) is a working manager accountable for the overall performance of the team and its members. The role is responsible for delivering agreed client outcomes by leading, coaching, and managing teams, proactively engaging stakeholders, and ensuring consistent adherence to internal and client SLAs.

The SSM oversees all aspects of delivery across operations and technology, including planning and managing work, empowering teams, monitoring progress, and acting as an escalation point for delivery risks. The role defines measurable success indicators, builds strong customer and client relationships, and ensures a sustainable delivery model that consistently meets contractual performance standards.

The incumbent is responsible for resource planning, workload distribution, managing unplanned absenteeism, and ensuring all daily, weekly, and monthly deliverables are

📌 Senior service manager (Gurugram)
🏢 Alight Solutions
📍 Gurugram