Service Delivery Manager

Job Summary:

We are looking for Service Delivery Managers to drive the implementation across various locations. We are looking for excellent candidates with impeccable skills to drive implementation with multiple stakeholders

Responsibilities Required Skills:

• Service Delivery Managers own the implementation of software / Product at multiple locations and operations. Our product / software is used by a location (mall, foodcourt, airport, etc. ) to capture automated daily sales data from all outlets present in the location
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
• Periodic reconciliation of data and coordinate with brands to do an analysis of the data.
• Follow up with brands for new integrations
• Drive periodic governance meetings and reporting for integration and project status
• Enforce standard methodologies, processes and tools
• Should have strong leadership skills in order to motivate and lead the team effectively
• Holding the teams to the highest standards, project discipline and accountability
• Need to work well as part of a team and to ensure that junior employees have the knowledge they need to do their jobs well
• Identify and monitor project risks through proactive approach to projects
• Assessing customer feedback and improving procedures accordingly
• Providing timely support and troubleshooting to the Malls/retailers/Project team.
• Initiate, build and sustain productive relationships
• Addressing escalations from teams with Mall Management
• Ensure delivery is consistent as per the agreed SLA
• Review reports prepared by team before sharing them with clients
• Identify and provide inputs on unique (or) recurring project problems.
• Review the track on all updates received and the knowledge base of all tickets and issues.
• Develop, support, facilitate and implement a number of projects of moderate size, diversity and complexity.
• Driving the team in achieving the target related to New ADSR integrations
• Conduct weekly project huddle call with Process Associate/Onsite technical Associate
• Conduct regular 1:1 briefings with the direct reports on an on-going and regular basis

Skill Metrics:

• Significant experience in a customer service role and business management role
• Work experience in a professional services industry, preferred
• Experience managing external vendors, commercial negotiations
• Excellent relationship building and interpersonal skills, including cross-cultural competence
• Strong leadership qualities and a passion for building high performing teams
• Excellent Communication (Oral Written), Interpersonal, Organizational Presentation skills
• Team handling experience

Perks and Benefits:

• Deserving compensation
• Team Outing
• Performance Bonus
• Employee reference bonus policy
• An exciting career path with an exponentially growing company
• Fun activities