Senior Service Delivery Manager

• Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;
• identifying and evaluating state-of-the-art technologies;
• defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintain and improve operations by monitoring operational performance; identifying and resolving problems; preparing and completing action plans; root cause analysis
• Manage service delivery and meet customer requirements as per agreed SLAs.
• Should ensure Customer satisfaction & Operational excellence
• Function as point of escalation for all delivery issues
• Build and manage excellent business relationships with internal/external customer groups, peers and senior management

• Minimum 15+ years of experience in Managing Service Delivery and Operations for technology clients

Necessary Skills
• Deep domain expertise in voice and non-voice operations.
• Hands on experience of managing SLAs and KPIs
• Excellent inter personal and people management skills, with an ability to lead the team from the front; should have handled large teams (500+ FTEs)
• Good Analytical Skills; Expertise in analyzing and coordinating supply chain data and reports
• Excellent Communications skills, both verbal and Non-Verbal

Desired Skill Sets / Preferred Attributes
• Good knowledge of Quality Principles and Six Sigma certification.