Global Service Delivery Manager
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About the Role
As a Service Delivery Manager , you will oversee operational performance, lead teams, manage client and stakeholder relationships, and ensure service delivery meets agreed KPIs and SLAs.
Key Responsibilities
- Lead teams and drive operational performance and results.
- Manage SLA, KPI, and account performance .
- Monitor operational reports, dashboards, and performance trends.
- Facilitate WBR, MBR, and QBR discussions and business reviews.
- Build and maintain strong client and stakeholder relationships.
- Manage expectations, escalations, and conflict resolution.
- Drive process improvements and operational governance.
- Ensure effective communication of business and operational performance. Must-Have Qualifications
- College graduate.
- 3+ years of experience as an Operations Manager or Service Delivery Manager .
- Experience in banking, financial services, or contact center/BPO operations .
- Strong experience in KPI, SLA, and account performance management.
- Experience managing client, stakeholder, or business partner interactions.
- Strong executive communication and presentation skills.
- Experience facilitating WBR/MBR/QBR or business reviews is a plus
- Strong reporting, dashboard, and KPI analysis capabilities.
- Experience with contact center systems such as ACD, CRM, or call monitoring tools.
- Proficient in Microsoft Excel and PowerPoint .
- Willing to work 100% onsite and on Nightshift. Why Join Us
- Take ownership of service delivery and account performance.
- Work in a role with direct client and stakeholder exposure.
- Lead teams and drive measurable operational results.
- Build on your leadership experience within financial services operations.
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