Service Delivery Manager

Role Summary

The Senior Service Delivery Manager (SDM) is a critical leadership position with at least 12-15 years' experience responsible for the successful end-to-end delivery of services to a key client or set of clients. This role serves as the executive client interface and single point of accountability for operational performance, contractual compliance, and overall client satisfaction. The SDM drives strategic planning, operational excellence, financial oversight (P&L), and team performance to ensure high-quality, cost-effective service delivery to build long-term client partnerships.

Key Responsibilities

The responsibilities are categorized into three core areas: Service & Operations Excellence, Governance Management, and Client centricity.

I. Client & Contract Management

• Executive Client Interface: Act as the primary, senior point of contact for the customer, building and maintaining a strong, trusting, and long-term relationship.
• Contractual Oversight: Ensure all services are delivered in strict accordance with the SLAs, Key Performance Indicators (KPIs), and all terms of the master contract.
• Revenue/ Relationship Growth: Proactively identify opportunities for service expansion, value-add initiatives, and continuous improvement that enhance the client's business value year-over-year.
• Governance & Reporting: Lead and Drive all formal governance meetings and business reviews. Prepare and present executive summary dashboards, performance reports, and strategic recommendations to both client and internal senior leadership.
• Issue Escalation: Manage and resolve complex, highly visible client escalations and critical service challenges effectively and promptly.

II. Operational & Quality Excellence

• Process Optimization: Oversee the organization and effective management of all operational aspects of service delivery. Implement and drive a culture of continuous process improvement (CPI), utilizing methodologies such as Six Sigma, Lean, or Kaizen.
• Risk Management: Identify, assess, and mitigate operational risks that could impact service delivery, quality, or contractual compliance.
• Quality & Compliance: Ensure service delivery processes adhere to relevant industry standards, quality mandates (regulatory standards), and internal policies.
• Resource Allocation: Optimize the effective allocation and utilization of human, technical, and financial resources to meet varying service demands efficiently.
• Business Continuity: Maintain, test, and enforce robust business continuity and disaster recovery plans to ensure service resilience.

III. Manage P&L

• Profit & Loss (P&L) Accountability: Assume full financial responsibility for the service contract, including budget management, cost containment, revenue forecasting, and driving account profitability.
• Thought Leadership: Driving innovation and influencing industry trends through expert insights and strategic vision

Required Qualifications & Experience

• Experience 15+ years of total professional experience, with at least 8 to 10 years specifically managing high-value, complex outsourcing or service contracts.
• Leadership Scope Proven experience leading and managing a large-scale, multi-functional operational team
• Business Acumen Demonstrated experience with P&L responsibility, budget management.
• Service Frameworks Strong knowledge of industry best practices and frameworks (ITIL) relevant to managing large service operations.
• Education Minimum: Bachelor's degree in Business, Operations Management, or a related field. An MBA or Master's degree is highly preferred.
• Communication Exceptional written and oral communication skills in English (and other required languages), with proven ability to present to C-level executives.
• Personal Attributes Highly strategic, self-motivated, results-oriented leader with superior negotiation, organizational, and conflict resolution skills. Ability to adapt and thrive in complex, dynamic client environments.