Responsibilities / Role Overview:

We are looking for a highly proactive Service Delivery Lead to manage end-to-end service delivery operations and ensure seamless coordination between customers, internal technical teams, and management. The ideal candidate will be responsible for customer communication, issue tracking, operational reporting, service reviews, and team coordination, while ensuring adherence to defined processes and service standards.

This role requires someone who can own delivery outcomes, manage escalations, maintain operational trackers, and drive accountability within the team.

Key Responsibilities:

- Oversee day-to-day service delivery operations ensuring adherence to SLAs and project commitments.
- Monitor open issues, incidents, and action items to ensure timely resolution.
- Maintain structured trackers for operational visibility and reporting.
- Customer Communication & Escalation Management.
- Act as the primary interface between the customer and delivery teams.
- Handle customer escalations and service concerns professionally.
- Conduct regular status meetings and service review discussions with clients.
- Prepare and circulate Minutes of Meeting (MOM) with clear action items and ownership.
- Reporting & Governance.
- Prepare weekly/monthly service reports and dashboards.
- Create client presentations for service reviews and operational updates.
- Track service performance metrics and improvement initiatives.




- Team Leadership Coordinate and guide support engineers and delivery teams.
- Ensure effective delegation, task tracking, and follow-up.
- Support team members in prioritizing tasks and resolving blockers.
- Process & Operational Excellence Ensure consistent execution of daily, weekly, and monthly operational processes.
- Maintain clear documentation and structured issue tracking mechanisms.
- Identify opportunities to improve service processes and reporting practices.
- Technical Coordination Work closely with technical teams to understand issues, root causes, and resolutions.
- Translate technical updates into customer-friendly communication.

Required Skills:

- Communication
- Excellent verbal and written English communication
- Strong professional email writing and documentation skills
- Customer Management
- Ability to handle customer escalations calmly and professionally
- Strong stakeholder management skills
- Operational Skills
- Solid attention to detail
- Experience maintaining issue trackers, service dashboards, and reports
- Excellent time management and prioritization abilities
- Leadership
- Experience managing cross-functional teams
- Ability to delegate tasks and ensure accountability
- Technical Orientation
- Ability to understand technical issues and coordinate with engineering teams
- Familiarity with incident management and issue lifecycle

Pay: ₹1,000,000.00 - ₹1,400,000.00 per year

Benefits

- Health insurance
- Provident Fund

Work Location: In person

📌 Service Delivery Lead (Navi Mumbai)
🏢 Kinsfolk Technology Private
📍 Navi Mumbai