Service Delivery Manager

4 days ago

Noida, 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.

  • Service Delivery Manager

    16 hours ago

    Noida, India Darwinbox Full time

    Job Description Position: Service Delivery Manager Location: Noida Work Mode: WFO Years of Experience: 10+ years of experience working in a customer facing technical service delivery or support role (design, implementation, consulting, infrastructure, and/or cloud service system administration). Qualifications: Bachelor's or master's degree in computer...

  • Service Delivery Manager

    34 minutes ago

    Noida, Uttar Pradesh, India Darwinbox Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Job DescriptionPosition: Service Delivery ManagerLocation: NoidaWork Mode: WFOYears of Experience: 10+ years of experience working in a customer facing technical service delivery or support role (design, implementation, consulting, infrastructure, and/or cloud service system administration). Qualifications: Bachelor's or master's degree in computer science,...

  • Service Delivery Manager

    2 weeks ago

    Noida, Uttar Pradesh, India Servion Global Solutions Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    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...

  • Service Delivery Manager

    2 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...

  • Service Delivery Manager

    2 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...

  • Service Delivery Head

    2 weeks ago

    Noida, Uttar Pradesh, India Spocto X (A Yubi Company) Full time US$ 1,20,000 - US$ 2,00,000 per year

    Company DescriptionSpocto X (A Yubi Company) is the world's leading end-to-end debt collection platform focused on digitizing the entire collections process. Our platform simplifies, accelerates, and enhances debt collection with dignity to the borrower, ensuring superior customer experience. Spocto X empowers financial institutions with AI, ML, and...

  • Sap Service Delivery Manager

    7 days ago

    Noida, Uttar Pradesh, India Sopra Steria Full time

    Company DescriptionAbout Sopra Steria Sopra Steria major Tech player in Europe recognised for its consulting digital services and software development helps its clients drive their digital transformation and obtain tangible and sustainable benefits It provides end-to-end solutions to make large companies and organisations more competitive by combining...

  • Service Delivery Executive

    1 week ago

    Noida, Uttar Pradesh, India beBeeDelivery Full time ₹ 15,00,000 - ₹ 28,00,000

    Job Title: Service Delivery ExecutiveThis role is for an experienced professional to manage the delivery of IT Managed Services and Application Development. The ideal candidate will have a strong track record in account management, team leadership, and customer satisfaction.Required Skills and Qualifications:Minimum 15 years of experience in account...

  • Service Delivery Coordinator

    6 days ago

    Noida, India Axiom Technologies Full time

    **Roles & Responsibilities** - Maintaining positive relationships with customers. - Identifying customer needs and overseeing service delivery within the business context. - Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently. - Managing finances and budgets. - Determining ways to...

  • delivery manager

    2 weeks ago

    Noida, Uttar Pradesh, India Coforge Full time

    Job Description- Overall experience of more than 15 years with more than 5 years of account management for public sector- Proven experience of more than 4 years of managing the delivery of IT Managed Services and Application Development for over 150 FTE.- Knowledge and Experience in ITIL and ITSM- Strong customer and stakeholder management skills- Maintain...