Strategic Service Delivery Manager

9 hours ago

Ahmedabad, Gujarat, India beBeeStrategic Full time ₹ 1,75,00,000 - ₹ 2,50,00,000
Job Description:

About VOIS

We deliver best-in-class services across various sectors including IT, Business Intelligence Services, Customer Operations, Finance, Supply Chain, and HR.

We have established global delivery centres in Pune, Bangalore, and Ahmedabad.

With more than 14,500 employees, we support global markets and group functions of Vodafone, delivering best-in-class customer experience through multi-functional services.

Your Role

You will lead the delivery of best-in-class services to clients, ensuring alignment with strategic objectives and account growth.

Manage service revenue retention, billed work, and partner satisfaction.

Identify and resolve service gaps to prevent customer complaints and maintain competitive rankings.

Oversee compliance, business continuity planning, and consistent service delivery.

Drive revenue through Sales and Cross Sell initiatives, supporting market expansion.

Collaborate with operations managers and partners to improve First Contact Resolution and Net Promoter Score.

Define operational frameworks and lead business plan implementation with local market leadership.

Translate service agreements into actionable roadmaps.

Engage with stakeholders to ensure service operational requirements are met.

Compile customer requirements and ensure consistent partner experience.

Monitor and improve KPIs, including service levels, quality standards, and customer satisfaction.

Lead performance and experience initiatives, including NPS, FCR, and engagement scores.

Grow business with existing partners and manage end-to-end customer experience.

Handle escalated customer cases and drive continuous improvement.

Requirements:
  • Leadership skills
  • Service delivery expertise
  • Business development acumen
  • Communication and collaboration skills
Benefits:

A challenging role with opportunities for growth and development

A dynamic and supportive team environment

A comprehensive compensation package

What We Offer:

Continuous learning and development opportunities

A competitive salary and benefits package

A collaborative and diverse work environment

A chance to make a meaningful impact in the industry

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