Manager - Service Delivery HTIC Global

About HTIC Global

Job Description

Job Purpose We are seeking a result-oriented Service Delivery Manager to oversee end-to-end service operations, maintain high client satisfaction, and continuously enhance service performance. This role requires strong leadership, operational efficiency, and stakeholder management. Primary Duties & Responsibilities Service Delivery Oversight: Ensure consistent, high-quality delivery of services in alignment with SLAs, KPIs, and client expectations. Client Relationship Management: Act as the key point of contact for clients, proactively manage communications, and address concerns to ensure satisfaction and retention. Team Leadership: Lead, mentor, and manage the service delivery team to ensure performance, engagement, and alignment with organizational goals. Incident & Escalation Management: Oversee critical incident handling, manage escalations, and ensure timely resolution with root cause analysis. Performance Monitoring: Track and report on operational performance metrics, service quality, and client feedback; take corrective actions as necessary. Resource Management: Plan, allocate, and optimize resources across projects and services to ensure timely and efficient delivery. Service Improvement: Identify inefficiencies and drive continuous process improvements using best practices and data insights. Secondary Duties & Responsibilities Documentation & Reporting: Maintain service documentation, dashboards, and periodic review reports for internal and client stakeholders. Compliance & Risk Management: Ensure adherence to policies, regulatory guidelines, and service compliance standards. Training & Development: Facilitate skill development and training programs for service teams to enhance capabilities and productivity. Cross-functional Collaboration: Work with Sales, Technical, HR, and Finance teams to support new projects, transitions, and service expansions. Qualification Bachelors degree in Business Administration, Information Technology, or a related field. Experience 5-8 years of experience in service delivery, operations, or client service roles. Proven leadership, analytical, and problem-solving capabilities. Strong understanding of SLAs, KPIs, service frameworks (e.g., ITIL), and delivery metrics. Excellent communication and client-facing skills. Skills & Competencies (Must Have) Service Delivery & Operations Management Team Leadership & People Management Incident & Problem Management Analytical & Decision-Making Skills Organizational & Time Management Skills & Competencies (Good To Have) Industry-Specific Knowledge (BPO, IT etc) Project Management Skills Budgeting & Financial Acumen,