Service Delivery Manager
Location: Sec-48,Gurugram, IndiaFunction: Service Delivery / OperationsEmployment Type: Full time

Role Overview
The Service Delivery Manager is responsible for overseeing end-to-end service delivery performance and client satisfaction within the Aspire Business Line. The role ensures that agreed service levels, operational standards, and performance objectives are consistently achieved while driving continuous improvement and delivering an exceptional client experience.
The successful candidate will act as a key link between clients and internal teams, providing solid operational leadership, managing escalations, monitoring performance, and identifying opportunities to enhance service quality and efficiency.

Key Responsibilities

Lead and manage the end-to-end delivery of services to clients in accordance with agreed Service Level Agreements (SLAs), contractual commitments, and performance standards.
Partner closely with cross-functional teams, including Operations, Sales, Technology, and other support functions,



to ensure seamless and consistent service delivery.
Establish and monitor service performance metrics and Key Performance Indicators (KPIs), using data and reporting to identify trends, risks, and opportunities for improvement.
Develop and maintain robust, trusted relationships with clients by understanding their business needs, proactively addressing concerns, and ensuring high levels of client satisfaction.
Act as a key point of escalation for service-related issues, ensuring timely investigation, resolution, communication, and follow-through.
Drive continuous improvement initiatives to enhance service quality, operational efficiency, customer experience, and overall business performance.
Identify process gaps and implement best practices, controls, and standardized ways of working to improve service delivery.
Prepare and present regular service performance reports, dashboards, and business reviews to senior management and key

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