3 Days Left: Service Delivery Manager

3 weeks ago

Noida, Uttar Pradesh, India Servion Global Solutions Full time
Key Responsibilities:

Service Delivery Management:

- Own overall service delivery for Contact Center solutions, including IVR applications, agent desktop tools (e.g., Cisco Finesse), routing workflows, and reporting platforms.
- Ensure compliance with SLA/KPI metrics and contractual obligations.
- Manage operational escalations and provide leadership during critical incident response.
- Coordinate with support and engineering teams to ensure issue resolution and service continuity.

Project & Program Management:

- Lead the planning, execution, and delivery of contact center projects including migrations, upgrades, and new feature rollouts.
- Create and manage project plans, timelines, resource allocation, and risk mitigation strategies.
- Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
- Oversee project documentation, status reporting, and stakeholder updates.

IVR and Technical Oversight:

- Guide IVR design and development efforts in collaboration with architects and developers.
- Review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services).
- Ensure that solutions are scalable, efficient, and aligned with industry best practices.

Team Leadership & Collaboration:

- Lead and mentor cross-functional teams including developers, testers, and support engineers.
- Foster a collaborative work environment that encourages innovation and knowledge sharing.
- Drive continuous improvement initiatives to enhance team productivity and service quality.

Customer & Stakeholder Engagement:

- Build strong relationships with internal and external stakeholders.
- Conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities.
- Gather customer feedback and translate it into actionable insights for the team.

Required Skills & Experience:

- Proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.
- Strong understanding of IVR platforms (e.g., Cisco CVP, Genesys, Avaya, AWS Connect Lex).
- Hands-on or prior experience in IVR/Call Flow development (VXML, Java, JavaScript, XML).
- Sound knowledge of Contact Center technologies: Cisco UCCE/UCCX, Finesse, CUCM, SIP, CTI integrations.
- Experience with Agile and Waterfall project management methodologies.
- Proficiency in project tools such as MS Project, JIRA, Confluence, ServiceNow, etc.

Preferred Skills:

- PMP or PRINCE2 certification is a plus.
- ITIL certification or strong understanding of ITIL processes.
- Familiarity with cloud-based contact center platforms (AWS Connect, Twilio, Genesys Cloud).
- Understanding of workforce optimization tools (Verint, Calabrio, etc.)

Soft Skills:

- Excellent communication, interpersonal, and stakeholder management skills.
- Strong analytical, decision-making, and problem-solving capabilities.
- Ability to handle pressure, manage priorities, and deliver outcomes on time.
- Leadership presence with a customer-first mindset.

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