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Talent Inventory - 20%

Manage and coach direct reports to be effective in both client management and
people management. Identify, develop and retain high potential employees by
providing effective leadership, coaching, training, and performance evaluation
to team members and their supervisors.

Establish Delivery Processes:

A key part of the role of a service delivery manager is to establish and refine
delivery processes. The goal of streamlining these processes is to ensure that
each client gets the same great experience from the initial stage.
Client Services - 20%

Oversee the daily operations of each client teams to ensure client satisfaction;
manage email, phone or in-person interactions with clients to maintain and
enhance client relationship; execute company-wide client related programs to
ensure consistent service delivery and brand promises; Oversee on-boarding of
new clients.

Supervise Staff:

Oversee the teams in different stages of the delivery process,



even though you
may not be the direct line manager. Holds all the processes and employees
within these teams accountable for carrying out the required tasks and providing
great customer service
Business Growth - 15%

Proactively seeks chance to improve client experience and drive business
growth. Support US based business development functions effectively in
acquiring new clients and developing existing clients. Ensure all department
activities comply with information security policies.

Manage Customer Expectation:

This role involves assessing customer feedback and improving procedures
accordingly to ensure that outstanding customer service is provided at all times. You
are required to evaluate a customer’s experience against a set of customer
satisfaction goals and criteria. Conduct research, when the scores fall below
the threshold
Problem Solving - 15%

Resolve high impact client issues or recent

📌 Manager, Service Delivery, India Bengaluru
🏢 ReSource Pro
📍 Bengaluru