Service Delivery Manager

2 days ago

Delhi, Delhi, India Servion Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are seeking a highly driven and experienced Service Delivery Manager (SDM) to lead and manage end-to-end delivery of solutions in the Contact Center space. This role requires strong project management capabilities, technical knowledge in IVR development, and expertise in handling cross-functional teams. The SDM will be responsible for ensuring high-quality delivery of services and solutions to clients while maintaining operational excellence and customer satisfaction.

Roles and Responsibilities

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.

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