Service Delivery Manager

Key Responsibilities

1. Service Delivery & Project Management

• Manage end-to-end delivery of SI projects and support services.
• Ensure project execution within scope, timeline, budget, and quality standards.
• Monitor project milestones, dependencies, and deliverables.
• Conduct project reviews and governance meetings with customers and internal stakeholders.
• Ensure successful UAT, project acceptance, and handover to operations teams.

2. Customer Relationship Management

• Act as the primary point of contact for key customers.
• Build and maintain strong customer relationships.
• Conduct periodic service reviews and business review meetings.
• Address customer concerns and escalations proactively.
• Drive customer satisfaction and retention.

3. Financial & Commercial Management

• Ensure achievement of revenue and profitability targets.
• Monitor project costs, margins, and resource utilization.
• Validate project billing and support collection activities.
• Identify opportunities for cost optimization and efficiency improvements.
• Support commercial discussions, change requests, and contract management.

4. Resource Management

• Plan and allocate resources effectively across projects.
• Monitor productivity and utilization of delivery teams.
• Support recruitment, onboarding, and workforce planning.
• Drive employee development, training, and certification initiatives.
• Build succession plans for critical roles.

5. Governance, Compliance & Quality

• Ensure adherence to organizational policies and delivery processes.
• Maintain project documentation and compliance records.
• Conduct risk assessments and mitigation planning.
• Support internal and external audits.
• Drive continuous improvement initiatives and quality standards.

6. Business Development Support

• Identify upselling and cross-selling opportunities within existing accounts.
• Support presales teams in solution discussions and customer presentations.
• Participate in customer visits and solution workshops.
• Provide delivery inputs for proposals and statements of work (SOWs).

7. Escalation & Risk Management

• Manage critical customer and project escalations.
• Ensure timely resolution of issues impacting delivery.
• Maintain risk registers and mitigation plans.
• Coordinate with OEMs, partners, and internal support teams for issue resolution.