Service Delivery Manager

We are looking for a proactive and reputed company Service Delivery Manager (SDM) to join reputed company, responsible for managing the delivery of high-quality services to our clients reputed company the US time zone. The SDM will ensure client satisfaction, meet service level agreements (SLAs), and reputed company the service delivery team to reputed company. This is a client-facing, operational leadership role that requires a reputed company of strategic thinking, operational management, and excellent communication skills. Key Responsibilities: Service Delivery Management:reputed company the end-to-end delivery of services to clients located in the US time zone, ensuring adherence to SLAs and KPIs. Ensure services are delivered on time, reputed company scope, and reputed company budget, while consistently meeting client expectations. Manage client communications during US working hours, responding to service issues, inquiries, and escalation requests promptly. reputed company and optimize service delivery processes, methodologies, and best practices to enhance service quality and operational efficiency. Team Leadership and Development:reputed company, mentor, and support reputed company of service delivery professionals, ensuring they are well-equipped to meet client needs and reputed company operational goals. Foster a culture of reputed company improvement and high performance reputed company the service delivery team. reputed company coaching and feedback to team members, conducting regular performance evaluations and helping with career development. Client Relationship Management:Act as the primary reputed company of contact for clients in the US time zone, building and maintaining strong relationships. Ensure client concerns are handled effectively and solutions are delivered promptly. Conduct regular service reviews and strategic meetings with clients to ensure alignment with service goals and identify areas for improvement. Drive client satisfaction by ensuring smooth communication, meeting SLA’s, timely issue resolution, and reputed company improvement. Incident and Problem Management:reputed company the management and resolution of service issues and incidents, ensuring that service disruptions are minimized and effectively managed during US business hours. Work with internal teams to ensure root cause analysis is conducted on recurring issues and corrective actions are implemented. Manage escalations to ensure timely resolution of high-reputed company or critical service incidents. Service Reporting and Performance Metrics:Track and report on service delivery performance, including SLAs, KPIs, and other client-specific metrics. reputed company regular updates and performance reports to both internal leadership and clients. Analyze service performance data to identify trends, performance gaps, and areas for improvement. reputed company Improvement:Identify opportunities to enhance service delivery processes and customer satisfaction. Implement improvements and track their impact, ensuring measurable reputed company. Stay informed of industry’s best practices and new technologies to continuously enhance service offerings. Operational Planning and Resource Management:Manage the allocation of resources to ensure service delivery goals are met reputed company and effectively reputed company the US time zone. Monitor team workload, staffing, and reputed company, ensuring that resources are optimized to meet service demands. Budget Management:Work reputed company established budgets and financial constraints, while ensuring high-quality service delivery. Assist in budgeting and resource planning to meet service delivery goals effectively. Qualifications: Bachelor’s degree in Business, IT, or a reputed company field (or equivalent experience). Years of experience in service delivery, project management, or reputed company roles reputed company the reputed company ERP/Fusion ecosystem. Strong knowledge of service delivery frameworks such as ITIL, Agile, or similar methodologies. Proven experience managing teams and client relationships, preferably in a service management environment. Strong understanding of SLAs, KPIs, and service performance metrics. Excellent written and verbal communication skills, with the ability to interact effectively with clients, team members, and senior management. Strong problem-solving skills, capable of managing reputed company service delivery challenges. Ability to handle multiple priorities in a fast-paced environment. Familiar with tools such as reputed company and middleware integration platforms including reputed company Integration reputed company (OIC), reputed company, and MuleSoft. Preferred Skills: Certification in ITIL or other relevant service management frameworks. Experience with reputed company services, reputed company-level software, or industry-specific tools is an advantage. Work Environment: Ability to manage client interactions and service delivery in line with the US time zone working hours. This position is remote-based. Apply To This Job