Company Description Checkpoint Systems, a division of CCL Industries, is a technology leader in RFID-based solutions that support digital transformation across industries such as retail, food and beverage, logistics, health and beauty, and DIY. The company provides vertically integrated RFID/RF solutions that help organizations optimize operations, enhance security, and protect valuable assets. With a strong track record of successful implementations, Checkpoint Systems delivers customized solutions that improve accuracy, efficiency, and customer experience.

The team works closely with clients to understand their specific needs and supports their growth through innovation and industry-focused expertise.

We're looking for an experienced Service Delivery Manager who thrives on building trusted customer relationships, solving complex challenges, and driving operational excellence. In this role, you'll be at the center of our customer experience vis-a-vis support, partnering with enterprise clients and internal teams to ensure services are delivered seamlessly, issues are resolved effectively, and continuous improvements are always in motion. Additionally, you will also be leading critical incident calls, presenting service performance to executives, and influencing cross-functional teams to improve outcomes.

What You'll Own

As a Service Delivery Manager, you'll serve as the operational lead for a portfolio of enterprise customers, ensuring they receive the l service, reliability, and partnership they expect from us.

Build Trusted Customer Partnerships

- Become the go-to operational contact for your customers.
- Support as a technical liaison between internal teams,



field teams and customer teams.
- Develop strong relationships with stakeholders at all levels, from operational teams to senior leadership- both internal & external.
- Lead Service Reviews, Quarterly Business Reviews, and governance meetings that provide meaningful insights and outcomes.
- Act as a trusted advisor, helping customers maximize value from our services.

Drive Service Excellence

- Own service performance against SLAs, KPIs, and contractual commitments.
- Monitor service health, availability, customer experience, and operational metrics.
- Identify risks before they become issues and lead proactive mitigation efforts.
- Champion a culture of accountability and continuous improvement across teams.

Lead During Critical Moments

- Act as the customer-facing lead during major incidents and high-priority escalations.
- Coordinate support, engineering, product, and operations teams toward rapid resolution.
- Deliver clear, confident, and timely communications to customers and leadership.
- Ensure root causes are identified and corrective actions are implemented.

Turn Insights into Improvements

- Analyze service trends, recurring issues, and customer feedback.
- Develop and execute Service Improvement Plans that deliver measurable value.




- Partner with Product and Engineering teams to improve platform stability, usability, and performance.
- Continuously look for opportunities to enhance the customer experience.

Govern Change with Confidence

- Ensure customers are informed and prepared for upcoming releases, upgrades, and maintenance activities.
- Assess customer impact and manage risk associated with service changes.
- Help ensure smooth adoption of new capabilities while minimizing disruption.

What You'll Bring

Experience

- 7+ years' experience in Service Delivery, IT Operations, Managed Services, or related customer-facing operational roles.
- Experience managing enterprise or strategic customer accounts.
- Proven track record leading major incidents, escalations, and service recovery efforts.
- Experience presenting performance metrics and operational updates to senior stakeholders.
- Strong understanding of SaaS, cloud-based platforms, and customer support operations.

Skills & Attributes

- Lead a 24x7 roster-based team from the front and not just delegate.
- Exceptional communication and relationship-building skills.
- Solid sense of ownership and customer advocacy.
- Ability to influence teams without direct authority.
- Calm and decisive under pressure.
- Analytical mindset with the ability to translate data into action.
- Passion for delivering outstanding customer experiences.

Nice to Have

- ITIL Foundation or ITIL 4 certification.
- Experience with Azure, monitoring, and observability platforms.
- Experience working within SaaS, retail technology, or enterprise software environments.
- PMP, PRINCE2, or similar project management certification.

📌 Service Delivery Manager (Bengaluru)
🏢 Checkpoint Systems
📍 Bengaluru