Service Delivery Manager
Core
Strategic partner and governance authority managing end-to-end customer journey, operational strategy, and financial performance for client programs.
Role type
Senior Service Delivery Manager
Builds
Client service programs and operational excellence
Domain
Contact center operations and business services
Required skills
P&L management, capacity planning, stakeholder management, contract negotiation, risk management, strategic planning, team leadership, financial analysis, English fluency, Microsoft Office proficiency
Responsibilities
Lead service delivery strategy to ensure key metric attainment, coordinate governance meetings and QBRs, manage high-level client communications, oversee P&L and financial performance, manage capacity planning and resource groups, act as primary escalation point for operational issues
Seniority
Senior, hands-on IC