Service Delivery Manager

Job Role: Service Delivery/ Client Service Manager

Years of Experience: 10 to 15 years

Location: Mumbai- Vikhroli

Major requirement: Ability to travel within Mumbai for a periodic in-person client meeting.

Required Experience:

• Experience in a managed services and/or support services environment
• Experience in managed services - service delivery and client management
• Experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
• Experience in service delivery alignment with contractual agreements and compliance requirements
• Experience in monitoring contract performance
• Experience in managing service delivery projects for clients
• Experience in monitoring and assessing client satisfaction regularly through feedback mechanisms
• Experience in proactive measures to address client concerns and continuously improve service quality
• Experience in managing and leading a service delivery team and/or related function

Key Roles and Responsibilities:

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.
• Oversees the day-to-day delivery of managed services to clients, ensuring adherence to service-level agreements (SLAs) and quality standards.
• Engages proactively and collaboratively with clients to resolve issues, concerns or unsatisfactory performance at client location and ensuring client satisfaction
• Cultivates and maintains strong relationships with key clients, serving as the primary point of contact for service-related inquiries, issues, and escalations in the region/or assigned clients
• Allocates resources effectively to meet client demands, including people, technology, and infrastructure
• Identifies potential risks to service delivery and work proactively to mitigate them, ensuring minimal disruption to clients
• Reviews all proposals delivered to the client and ensure that growth objectives within the account are in line with Locuz overall growth objectives and serve the best interest of the client
• Serves as the client's advocate within the organization, ensuring their needs and concerns are addressed promptly and effectively
• Continuously monitors service performance, identifies areas for improvement, and implements strategies to enhance service quality and efficiency
• Develops and maintains reporting mechanisms to track service delivery KPIs, and provide regular updates to clients and LOCUZ senior management
• Contributes to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
• Collaborates and engages with a variety of stakeholders, including the Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements
• Drives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
• Negotiates and resolves contractual issues, including failure to meet contractual obligations
• Partners with the organisation to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilised
• Leads and mentors a team of delivery managers, Project Managers, Team leads service coordinators, and support staff to ensure they meet their goals and deliver exceptional client service.

Knowledge, Skills and Attributes:

• Focus on understanding and meeting clients' needs and expectations
• Works on issues where analysis of situations or data requires conceptual thinking and an in-depth knowledge of organisational objectives
• Sets operational objectives, policies, procedures and work plans
• A good understanding of the client industry and ability to stay updated on industry trends, regulations, and emerging technologies
• Thorough knowledge of the services provided by Locuz, and the technical aspects involved
• A comprehensive understanding of each client's business, goals, and specific needs
• Proficiency in project management methodologies and tools to plan, execute, and monitor client projects effectively
• Exceptional interpersonal and communication skills to build strong, lasting relationships with clients, understand their needs, and manage expectations
• Strong skills to manage and motivate team members, set clear objectives, and provide guidance and support
• Ability to analyse complex problems, identify root causes, and implement effective solutions efficiently
• Skills to handle conflicts and disputes, both within team and within clients, in a diplomatic and constructive manner.
• Analytical skills to interpret data and make data-driven decisions to improve service delivery and meet client goals
• Proactive mindset to tackle challenges and find innovative solutions
• Excellent communication skills, both written and verbal, to convey complex ideas and information effectively
• Confidence in making informed decisions, even under pressure
• Exceptional organisational skills to manage multiple clients and projects simultaneously
• Willingness to stay updated with industry trends and emerging technologies
• Focus on achieving measurable results for clients and for Locuz
• Capacity to adapt to changing circumstances and embrace new challenges.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience)
• ITIL certification
• Project management certification (e.g., PMP) Good to have