Service Delivery Manager

The Service Delivery Operations Head is responsible for leading and managing end-to-end service delivery operations across Service Desk, Field Support Services (FSS), and Account Service Management (ASM) teams. This role ensures operational excellence, SLA/KPI compliance, client satisfaction, and continuous improvement of service delivery performance.

Requirements

1. Operational Management & Service Delivery Oversight

•                   Oversee daily operations of Service Desk, FSS, and ASM teams.

•                   Ensure compliance with client SLAs, KPIs, and contractual obligations.

•                   Monitor operational metrics including ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.

•                   Drive operational stability and ensure timely resolution of incidents and service requests.

•                   Ensure effective coordination between operational units and support teams.

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