Service Delivery Manager

Job Summary:

We are looking for Service Delivery Managers to drive the implementation across various locations. We are looking for excellent candidates with impeccable skills to drive implementation with multiple stakeholders

Responsibilities & Required Skills:

• Service Delivery Managers own the implementation of software / Product at multiple locations and operations. Our product / software is used by a location (mall, foodcourt, airport, etc. ) to capture automated daily sales data from all outlets present in the location
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
• Periodic reconciliation of data and coordinate with brands to do an analysis of the data.
• Follow up with brands for new integrations
• Drive periodic governance meetings and reporting for integration and project status
• Enforce standard methodologies, processes and tools
• Should have strong leadership skills in order to motivate and lead the team effectively
• Holding the teams to the highest standards, project discipline and accountability
• Need to work well as part of a team and to ensure that junior employees have the knowledge they need to do their jobs well
• Identify and monitor project risks through proactive approach to projects
• Assessing customer feedback and improving procedures accordingly
• Providing timely support and troubleshooting to the Malls/retailers/Project team.
• Initiate, build and sustain productive relationships
• Addressing escalations from teams with Mall Management
• Ensure delivery is consistent as per the agreed SLA
• Review reports prepared by team before sharing them with clients
• Identify and provide inputs on unique (or) recurring project problems.
• Review the track on all updates received and the knowledge base of all tickets and issues.
• Develop, support, facilitate and implement a number of projects of moderate size, diversity and complexity.
• Driving the team in achieving the target related to New ADSR integrations
• Conduct weekly project huddle call with Process Associate/Onsite technical Associate
• Conduct regular 1:1 briefings with the direct reports on an on-going and regular basis

Skill Metrics:

• Significant experience in a customer service role and business management role
• Work experience in a professional services industry, preferred
• Experience managing external vendors, commercial negotiations
• Excellent relationship building and interpersonal skills, including cross-cultural competence
• Strong leadership qualities and a passion for building high performing teams
• Excellent Communication (Oral & Written), Interpersonal, Organizational & Presentation skills
• Team handling experience

Perks and Benefits:

• Deserving compensation
• Team Outing
• Performance Bonus
• Employee reference bonus policy
• An exciting career path with an exponentially growing company
• Fun activities