Service Delivery Director

Noida, Uttar Pradesh

Job Summary

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

Key Responsibilities

- Responsible for the oversight and process management of the team
- Support and provide direction to near-shore and off-shore teams
- Manage client stakeholders and understand their business problem or analytical requirements
- Liaison for LOB Team Leads, Client’s team, other parties to gather information and resolve issues
- Review statistics and performance levels reports on a daily basis and mitigate deficits
- Act as SME; Develop insights and deliver client business impact in terms of revenue increase, operation cost reduction, working capital reduction etc.




- Develop roadmaps and establish KPIs to manage performance and communicate results on client account

Skill Requirements

- Exceptional leadership skills, including the ability to manage through a shared vision and path to success
- Experience in a business process outsourcing workplace
- Ability to create, communicate and manage to internal goals and metrics that support operational targets
- Excellent problem solving skills and ability to use good judgment to make decisions
- Possess exceptional people skills enabling effective interaction with internal, external customers, employees, peers, and management in various geographic locations
- Strong time management and organizational skills needed
- 5-10 years Operations management experience

Other Requirements

📌 Service Delivery Director (India)
🏢 HCLTech
📍 India