Job Title: Service Delivery Manager - Customer Success
Job Location: Sanpada, Navi Mumbai
Experience: 10+yrs
Role Summary:
To lead and govern end-to-end managed services delivery, ensuring superior customer success across a geographically distributed landscape. This role demands strong leadership, strategic oversight, and operational excellence to manage large-scale service environments, drive continuous improvement, and align delivery outcomes with business objectives and customer expectations.
Key Responsibilities:
- Provide strategic leadership and ownership of managed services delivery across multiple regions, ensuring consistent service excellence and customer satisfaction.
- Lead, mentor, and develop a multi-location team of 30+ engineers, fostering a high-performance and collaborative culture.
- Ensure strict adherence to SLAs, KPIs, contractual commitments, and project milestones, with robust governance and documentation practices.
- Partner with Sales, Presales, HR, and PMO to enable seamless resource planning, project execution, and service transitions.
- Drive operational excellence and process standardization aligned with ITIL frameworks and industry best practices.
- Establish effective service governance models, including periodic reviews, executive reporting, and stakeholder communications.
- Build and strengthen customer, OEM, and partner relationships, ensuring alignment and long-term value creation.
- Oversee service desk and support operations, ensuring timely incident resolution, accurate tracking, and SLA compliance.
- Champion continuous improvement initiatives, including automation, innovation, and efficiency optimization across service delivery.
- Develop and enhance team capabilities, ensuring continuous upskilling, cross-skilling, and structured competency development.
- Collaborate closely with business units to support POCs, solution deployments, and transition to steady-state operations.
- Ensure effective risk management, escalation handling, and proactive issue resolution.
- Drive adoption of emerging technologies such as Cloud, Security, Automation, and Infrastructure modernization.
- Achieve high customer satisfaction and 80%+ client retention, while identifying growth and upsell opportunities.
- Maintain attrition below 15% through strong people engagement and development initiatives.
- Ensure zero surprise escalations with consistent, high-quality service delivery.
- Deliver measurable efficiency improvements through at least 2 automation initiatives annually.
- Build and maintain a minimum of 5 referenceable clients.
- Enable presales capability within the team, with at least 3 skilled contributors.
- Drive regular client engagement and internal governance reviews.
- Contribute to organizational growth through revenue tracking, business insights, and strategic initiatives.
- Support talent acquisition, succession planning, and leadership pipeline development.
- Strengthen OEM/vendor management and partner ecosystem collaboration.
Please note: Designation is finalized based on the interview evaluation.
