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.