Skill Required

Job Title: Junior Service Delivery Manager

Location: Hyderabad (or as applicable)

Department: MS

Role Overview

We are looking for a motivated and customer-focused Junior Service Delivery Manager to support the delivery of high-quality managed services for our clients. The role will work closely with Service Delivery Managers, support teams, project teams, and customers to ensure service commitments are met, issues are proactively managed, and customer satisfaction remains high.

This position is ideal for professionals looking to build a career in service delivery management, customer relationship management, and managed services operations.

Key Responsibilities

Service Delivery Support

Assist in managing day-to-day service delivery activities for assigned customer accounts.
Monitor service performance against agreed Service Level Agreements (SLAs).
Track incidents, service requests, and escalations to ensure timely resolution.
Coordinate with support and technical teams to maintain service quality and delivery standards.

Customer Relationship Management





Support regular customer service review meetings.
Assist in preparing operational reports, dashboards, and service performance summaries.
Serve as a secondary point of contact for customer service-related queries.
Build robust working relationships with customer stakeholders.

Reporting and Governance

Prepare weekly and monthly service reports.
Track key service metrics such as:
SLA compliance
Incident volumes
Response and resolution times
Customer satisfaction scores
Escalation trends
Support governance meetings and document actions, decisions, and follow-ups.
Incident and Escalation Management

Coordinate resolution of customer issues and escalations.
Ensure critical incidents are tracked, communicated, and resolved within agreed timelines.
Assist in Root Cause Analysis (RCA) activities and follow-up actions.

Continuous Service Improvement

Identify service improvement opportunities.
Sup

📌 HSO India | Junior Service Delivery Manager | 6+ Years (Hyderabad)
🏢 HSO
📍 Hyderabad