Job Summary

If you are targeting BPO leadership jobs in Kolkata where operational governance, cross-functional control, and performance accountability sit at the core of the role, this prospect is designed for seasoned leaders. Fusion CX is hiring a Service Delivery Manager to oversee international service delivery operations, with responsibility for governance, KPIs, vendor coordination, and financial discipline. This role suits senior specialists who understand how to translate metrics into execution, align multiple support functions, and drive stability and scale across complex contact center environments.

As a Service Delivery Manager, you will be responsible for end-to-end operational governance across international service delivery programs. The role requires robust command over critical and non-critical KPIs, cross-functional coordination, vendor management, and financial oversight to ensure consistent service levels, compliance, and cost efficiency.
Key Responsibilities
Develop and implement operational governance frameworks to ensure adherence to SLAs, KPIs,



and service standards
Oversee day-to-day operational performance across efficiency, productivity, and service level metrics
Monitor, analyze, and interpret critical and non-critical KPIs to identify trends, risks, and improvement opportunities
Collaborate closely with internal support functions including IT, WFM, Quality, Training, and HR to ensure seamless service delivery
Manage coordination and performance of key support vendors and internal stakeholders
Provide structured reporting and performance analysis to senior leadership on operational health and risks
Lead cross-functional initiatives to improve operational efficiency, customer experience, and cost optimization
Ensure compliance with regulatory requirements, internal policies, and industry best practices
Apply financial discipline by managing budgets, forecasts, and cost-effectiveness metrics
Drive a culture of acco

📌 Service Delivery Manager Kolkata
🏢 Fusion CX
📍 Kolkata