Job Description

Position: Service Delivery Manager

Location: Ahmedabad, Gujarat

Employment Type: Full-Time

About The Role

We are seeking an experienced and client-focused Service Delivery Manager to lead service operations, manage client relationships, and drive operational excellence. The ideal candidate should have strong exposure to MSP environments, experience working with USA-based clients, and the ability to build and maintain long-term client relationships in a fast-paced business environment.

The role requires a professional with excellent communication skills, strong rapport-building abilities, and solid knowledge of IT/SaaS services. The candidate should be flexible to work in different shifts and collaborate effectively with global teams and stakeholders.

Key Responsibilities

Manage end-to-end service delivery operations for international clients, primarily USA-based clients.

Act as the primary point of contact for clients and maintain strong, long-term business relationships.

Ensure services are delivered as per agreed SLAs, quality standards, and client expectations.

Lead, mentor, and manage internal teams to drive high performance and service excellence.

Conduct regular client meetings, service reviews, and operational discussions.

Handle escalations proactively and ensure timely resolution of client concerns.

Coordinate with internal departments including recruitment, operations, HR, and leadership teams.

Monitor team productivity, KPIs, and overall service quality metrics.

Prepare reports, dashboards, and client presentations for leadership and stakeholders.

Identify process improvement opportunities and implement operational efficiencies.

Ensure seamless communication and collaboration between clients and internal teams across multiple time zones.

Required Skills & Qualifications

Bachelor s degree in Business Administration, Management, IT, or a related field.

5+ years of experience in Service Delivery, Account Management, Operations, MSP, or Client Management roles.

Strong experience working with USA clients and handling international stakeholder management.

Prior experience in MSP (Managed Service Provider) environments is mandatory.

Good understanding of IT Services and SaaS-based business models.

Proven ability to build strong rapport and maintain long-term client relationships.

Experience Managing Teams While Handling Client-facing Responsibilities.

Excellent verbal and written communication skills.

Strong problem-solving, conflict-resolution, and decision-making abilities.

Ability to work in a fast-paced and dynamic environment.

Good knowledge of SLA management, service delivery processes, and operational workflows.

Proficiency in MS Office, CRM platforms, reporting tools, and ticketing systems is preferred.

Flexible to work in rotational shifts as per business requirements.

Preferred Qualifications

Experience in IT Services, Staffing, Recruitment, BPO, SaaS, or Managed Services industry.

Experience handling multiple client accounts and distributed teams.

Strong presentation, stakeholder management, and negotiation skills.

Familiarity with performance metrics and service delivery frameworks.

What We re Looking For

A proactive and solution-oriented professional with a client-first approach.

Someone who can confidently build trust and maintain strong relationships with clients.

A leader who can motivate teams and ensure smooth service operations.

A confident communicator with strong interpersonal and relationship-building skills.

A professional who is adaptable, flexible with shifts, and comfortable working in a collaborative global environment.