Omnichannel Service Delivery Manager

1 week ago

Gurgaon, Haryana, India Fresenius Medical Care Full time ₹ 15,00,000 - ₹ 25,00,000 per year

This is a remote role, open to candidates based anywhere in India.

We are seeking a dynamic and results-driven Service Delivery Manager to oversee the delivery and operational excellence of marketing technology (MarTech) solutions

  • Service Delivery Management:
    • Own end-to-end service delivery for marketing technology solutions, ensuring alignment with business objectives and SLAs.
    • Oversee the deployment, support, and optimization of MarTech platforms such as CRM, marketing automation, analytics tools, and content management systems.
  • Stakeholder Collaboration:
    • Act as the primary point of contact between business teams, IT, and vendors for MarTech service delivery.
    • Partner with marketing and technology leaders to gather requirements, resolve issues, and ensure services meet expectations.
  • Operational Excellence:
    • Monitor and manage the performance of MarTech systems, ensuring uptime, responsiveness, and reliability.
    • Drive the resolution of incidents and problems related to MarTech tools, adhering to ITIL best practices.
    • Develop and maintain documentation for processes, systems, and support workflows.
  • Vendor & Partner Management:
    • Collaborate with external vendors and partners to ensure quality service delivery, adherence to contracts, and timely resolution of escalations.
    • Evaluate vendor performance and identify opportunities to improve cost-effectiveness and service quality.
  • Process Improvement & Innovation:
    • Identify areas for improvement within the service delivery lifecycle and implement strategies to enhance efficiency and user satisfaction.
    • Stay informed about the latest MarTech trends and recommend new tools or approaches to meet evolving business needs.
  • Team Leadership:
    • Lead and mentor a team of MarTech specialists and support staff, fostering a culture of accountability and excellence.
    • Ensure team members are equipped with the necessary skills and training to deliver high-quality support and services.
  • Compliance & Security:
    • Ensure all MarTech solutions comply with organizational policies and regulatory requirements (e.g., GDPR, CCPA).

Implement robust security measures to safeguard sensitive marketing and customer data

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