Assistant Service Delivery Manager

3 hours ago

Mumbai, Maharashtra, India Aspire Lifestyles Full time
Assistant Service Delivery Manager

Location: Mumbai

Company: Aspire Lifestyles (part of International SOS)

Reports To: Head of Assistance / Head of Service Delivery

Direct Reports: None

About Aspire Lifestyles

Aspire Lifestyles, a part of International SOS, is a global leader in concierge and lifestyle services. We deliver premium experiences to affluent and high-net-worth customers worldwide.

Role Overview

The Assistant Service Delivery Manager is responsible for managing day-to-day operations, ensuring exceptional service delivery, and meeting KPIs and SLAs. This role requires strong leadership, problem-solving skills, and the ability to thrive in a fast-paced environment while maintaining a "white glove" service standard.

Key Responsibilities

  • Client & Service Management

  • Ensure high-touch service across all channels (phone, chat, email, web).

  • Translate client contractual agreements into SOPs and workflows.
  • Fulfill client-specific SLAs and KPIs efficiently.
  • Support proposals, renewals, and RFPs with operational workflows.
  • Lead and support program implementations locally and globally.

  • Quality Assurance

  • Manage escalations and complaints promptly.

  • Ensure compliance with call and case quality standards.
  • Partner with QA/Training teams for reviews and improvements.
  • Maintain compliance with PCI-DSS, ISO, and internal standards.

  • People Management

  • Support recruitment and resource planning.

  • Coach and motivate team members; monitor performance.
  • Implement reward and recognition programs.
  • Prepare monthly rosters aligned with business needs.

  • Audits & Compliance

  • Prepare for internal and external audits.

  • Ensure adherence to BCP and DR protocols during business threats.

  • Profitability & Continuous Improvement

  • Optimize processes and workflows to maximize profitability.

  • Manage staffing costs and resource utilization effectively.

  • Communication

  • Maintain clear communication within the team and with stakeholders.

  • Present department performance to senior management and clients.
Required Competencies
  • Leadership and team management
  • Strong customer service orientation
  • Excellent communication and problem-solving skills
  • Ability to drive results and manage complex cases
  • Business acumen and cross-functional collaboration
Qualifications & Experience
  • Graduate degree
  • Minimum 4 years in a management role within lifestyle/concierge or related industries
  • Experience managing operational teams (10+ people) in a call center environment
  • Client account management experience
  • Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio)
  • Excellent English communication skills (oral and written)

Preferred:

  • 3–5 years in customer service, banking, hospitality, or travel industry
Why Join Us?
  • Work with global luxury brands and high-profile clients
  • Be part of a dynamic, fast-paced environment
  • Opportunity to lead and innovate in premium service delivery

  • IT Service Delivery Manager

    2 days ago

    Mumbai, Maharashtra, India Allied Digital Services, LLC Full time

    Job Description :The Service Delivery Manager role is responsible for managing steady-state operations for assigned program in EMEA region.Roles & Responsibilities·Ø Manage and coordinate the delivery of transitioning End User Services in a global customer environmentØ Should have working knowledge on the EUC Services (Deskside support,...

  • Service Delivery Manager

    4 days ago

    Mumbai, Maharashtra, India Hitachi Vantara Full time

    About the Role:Location: MumbaiWorking Model: 70% at customer locationWorking Hours: As per business requirement between 8:00 AM and 8:00 PM on weekdays(Note: Weekend, early, or late shifts may be required based on customer needs, including during P1 or other critical situations.)Key Responsibilities:Lead and manage IT infrastructure service delivery and...

  • Service Delivery Manager

    2 weeks ago

    Mumbai, Maharashtra, India ITC Infotech Full time ₹ 8,00,000 - ₹ 24,00,000 per year

    Hi, We have the following role open at our Mumbai office, if interested please send me your profile to mentioning your Current CTC, Expected CTC and Notice period to join.Service Delivery Manager - Cyber SecurityLocation : MumbaiMode: 5 Days Work from OfficeJob DescriptionExperience and Manage delivery of cybersecurity services across DLP, Email security,...

  • Service Delivery Manager

    2 weeks ago

    Mumbai, Maharashtra, India Vibs Infosol Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Results-driven Service Delivery Manager to lead cybersecurity projects across clients. Requires 8+ yrs in IT/security delivery, strong project management, hands-on with DLP, Firewalls, EDR/XDR, and leadership skills. PMP/ITIL/CISSP preferred.

  • Service Delivery Manager

    2 days ago

    Mumbai, Maharashtra, India Darwinbox Full time

    Job DescriptionPosition: Service Delivery ManagerLocation: MumbaiExperience yearsYears 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

    3 days ago

    Mumbai, Maharashtra, India Black Box Careers Full time

    Primary Roles & Responsibilities·       Manage the day-to-day service operations of the installation, delivery and deployment of technical resources within area of responsibility. ·       Single point of escalation for the enterprise, including Vendor escalations when required.·       Manage critical situations to ensure proper focus,...

  • Service Delivery Manager

    2 weeks ago

    Mumbai, Maharashtra, India Securonix Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    At Securonix, we're on a mission to secure the world by staying ahead of cyber threats, reinforcing all layers of our platform with AI capabilities. Our Securonix Unified Defense SIEM provides organizations with the first and only AI-Reinforced solution built with a cybersecurity mesh architecture on a highly scalable data cloud. Enhanced by Securonix...

  • Service Delivery Manager

    2 weeks ago

    Mumbai, Maharashtra, India Securonix Full time ₹ 15,00,000 - ₹ 30,00,000 per year

    At Securonix, we're on a mission to secure the world by staying ahead of cyber threats, reinforcing all layers of our platform with AI capabilities. Our Securonix Unified Defense SIEM provides organizations with the first and only AI-Reinforced solution built with a cybersecurity mesh architecture on a highly scalable data cloud. Enhanced by Securonix...

  • Manager - Service Delivery & Management

    1 week ago

    Mumbai, Maharashtra, India Tata Communications Full time

    About The CompanyTata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of CommunicationsJob DescriptionJob Title –Service Delivery...

  • Service Delivery Manager

    3 days ago

    Navi Mumbai, Maharashtra, India Ruminate Management Consulting (opc) Full time

    Responsibilities:* Manage Hitachi storage & SAN infrastructure* Ensure compliance with ITIL processes* Lead service delivery team* Collaborate on ITSM initiatives* Optimize service quality through continuous improvement