Service Delivery Manager

Hello FCM part of FTCG is one of the world s largest travel management companies and a trusted partner for nationals and multinational companies With a 24 7 reach in 97 countries FCM s flexible technology anticipates and solves client needs supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience As part of the ASX-listed Flight Centre Travel Group FCM delivers the best market-wide rates unique added-value benefits and exclusive solutions Winner of the World s Leading Travel Management Company Award at the WTM for nine consecutive years 2019-2011 FCM is constantly transforming the business of travel through its empowered and accountable people who deliver 24 7 service and are available online and offline FCM has won the coveted Great Place to Work certification for the fifth time FCM Travel India is one of India s Top 100 Great Mid-size Workplaces 2024 and the Best in Professional Services A leader in the travel tech space FCM has proprietary client solutions FCM provides specialist services via FCM Consulting and FCM Meetings Events Day in the life Key Responsibilities Service Management Governance Own and manage the automation service delivery lifecycle from deployment to steady-state support Define monitor and report on Service Level Agreements SLAs Key Performance Indicators KPIs and operational metrics for automation services Implement incident problem and change management processes for automation solutions Maintain a service catalog for automation solutions and ensure documentation is up-to-date Stakeholder Engagement Communication Serve as the primary point of contact for business stakeholders regarding automation service performance Manage expectations provide regular service reviews and escalate issues as needed Facilitate Business Reviews and operational review meetings with key stakeholders Continuous Improvement Optimization Drive proactive monitoring and root cause analysis to reduce incidents and downtime Identify opportunities for process improvements reusability and automation enhancement Collaborate with development and operations teams to ensure smooth transition from build to run phases Team Leadership Coordination Lead and mentor the automation team ensuring skill development and role clarity Coordinate with global and regional teams for consistent service delivery across geographies Allocate resources effectively to meet operational and strategic goals You ll be perfect for the role if you have Key Skills Competencies Strong understanding of RPA platforms UiPath and workflow tools Power Platform Familiarity with AI ML automation use cases and integration patterns Excellent stakeholder management and communication skills Strong problem-solving analytical and decision-making abilities Experience in managing global teams in a GCC setup Qualifications Experience Bachelor s degree in Computer Science Information Technology or related field Master s preferred 8 years of experience in IT service delivery with at least 3 years in automation or RPA environments ITIL certification Foundation or higher preferred Project management certification PMP PRINCE2 or equivalent is an advantage Work Perks - What s in it for you FCTG is renowned internationally for having amazing perks and an even better culture We understand that our people are our most valuable asset It is the passion and dedication of our teams that keep the company on top of the industry ladder It s also why we offer some great employee benefits and perks outside of the norm You will be rewarded with competitive market salary You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world Market Aligned remuneration structure and a highly competitive salary Fun and Energetic culture At the heart of everything we do at FCM is a desire to have fun and be yourself Work life Balance We believe in No Leave No Life So have your own travel adventures with paid annual leave Great place to work - Recognized as a top workplace for 5 consecutive years which is a testimonial of our commitment towards our people Wellbeing Focus - We take care of our employee with comprehensive medical coverage accidental insurance and term insurance for the well being of our people Paternity Leave We ensure that you can spend quality time with your growing family Travel perks You ll have access to plenty of industry discounts to ensure you continue to broaden your horizons A career not a job We believe in our people brightness of future As a high growth company you will have the opportunity to advance your career in any direction you choose whether that is locally or globally Reward Recognition Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You ll have to experience it to believe it Love for travel We were founded by people who wanted to travel and want others to do the same That passion is something you can t miss in our people or service We value you Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better safer experiences for everyone We encourage you to come as you are to foster inclusivity and collaboration We celebrate you Who we are Since our beginning our vision has always been to open up the world for those who want to see As a global travel retailer our people come from all different backgrounds and our connections spread to the far reaches of the globe - 20 countries and counting Together we are a family we call ourselves Flighties We offer genuine opportunities for people to grow and evolve We embrace new experiences we celebrate the wins seize all opportunities and empower all of our people to find their Brightness of Future We encourage you to DREAM BIG through collaboration and innovation and make sure you are supported to make incredible ideas a reality Together we deliver quality innovative solutions that delight our customers and achieve our strategic priorities Irreverence Ownership Egalitarianism Applications close 27 Oct 2025 India Standard Time