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The Role of a Service Delivery Manager
Pioneer your career and join the home for entrepreneurs. We develop future technologies and support talents to deploy their skills and reach their full potential.
Key Responsibilities:- Customer Relationship Management
- Act as the primary point of contact for customers in the maintenance phase, build and maintain strong relationships with them, and ensure high customer satisfaction through proactive engagement.
- Maintenance Deliveries & Operations
- Accountable for end-to-end maintenance service delivery, oversee internal customer install base, and ensure smooth on-boarding of new customers transitioning from deployment to maintenance phase.
- Commercial & Contract Management
- Manage and maintain Annual Maintenance Contracts (AMCs) and renewals, drive contract lifecycle from creation of SOWs, purchase orders, to invoicing, review, negotiate, and renew customer maintenance contracts.
- Quality & Compliance
- Ensure adherence to quality management processes and standards, collaborate with cross-functional teams to drive improvements in service delivery, and maintain compliance with industry regulations.
- Overall 10–15 years of professional experience, with at least 5 years in similar roles.
- Strong background in IT, Pharma, or other quality-driven industries.
- Demonstrated experience in managing AMCs, renewals, and customer maintenance services, ability to manage P&L, contracts, and customer-facing operations.
- Excellent communication, negotiation, and interpersonal skills with strong intercultural awareness.
- Conscientious, detail-oriented, and structured way of working.
- Competitive compensation package.
- Opportunities for professional growth within a global organization.
- A work environment that values collaboration, efficiency, and commitment.
