Job Summary

Oversee the end-to-end service delivery process, ensuring alignment with client expectations and business objectives

- Working on Solution Designing and Proof Of Concept (POC) testing for validating the scope and feasibility of business requirements within the existing solution package
- Lead a team of professionals, providing mentorship and guidance to enhance their performance and career growth
- Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to monitor service delivery effectiveness
- Conduct regular service reviews with the clients addressing concerns and identifying opportunities for improvement
- Implement continuous improvement initiatives to optimize service delivery workflows and enhance client satisfaction
- Act as the primary point of contact for client escalations and ensure timely resolution of issues
- Coordinate with cross functional internal teams to ensure timely and accurate service delivery, addressing any issues that arise
- Gather and analyze service performance data to identify trends and opportunities for improvement
- Build and maintain robust relationships with client, acting as a point of contact for service-related inquiries

Qualifications

- 12+ years of experience in service delivery management or related roles




- Proven track record of successfully managing service delivery for enterprise-level clients
- Strong understanding of ITIL framework and best practices in service management
- Exceptional communication and interpersonal skills, with the ability to build relationships with clients and stakeholders
- Ability to analyze data and generate insights to inform decision-making
- Excellent verbal and written communication skills
- Ability to work collaboratively in a team-oriented environment
- Having a proven track record in leading and managing large teams

Preferred Skills

- Experience in project management methodologies such as Agile or Scrum
- Familiarity with service management tools and platforms
- Relevant certifications, such as ITIL, PMP, or Six Sigma

Key Responsibilities

- In depth knowledge of Warehouse Management System: Manhattan WMOS and SCI from Manhattan
- Excellent understanding of integration development
- In depth knowledge of Transportation Management Systems (generic)
- Proficiency in service management software and tools
- Strong analytical skills with experience in data analysis and reporting
- Familiarity with cloud services and infrastructure
- Strong understanding of ITIL framework

Skill Requirements

Must Have Skill

Manhattan-Warehouse Management

Good to Have Skill

Other Requirements

📌 Capability Manager (India)
🏢 HCLTech
📍 India