Omnichannel Service Delivery Manager

This is a remote role, open to candidates based anywhere in India.

We are seeking a dynamic and results-driven Service Delivery Manager to oversee the delivery and operational excellence of marketing technology (MarTech) solutions

• Service Delivery Management:
  • Own end-to-end service delivery for marketing technology solutions, ensuring alignment with business objectives and SLAs.
  • Oversee the deployment, support, and optimization of MarTech platforms such as CRM, marketing automation, analytics tools, and content management systems.
• Stakeholder Collaboration:
  • Act as the primary point of contact between business teams, IT, and vendors for MarTech service delivery.
  • Partner with marketing and technology leaders to gather requirements, resolve issues, and ensure services meet expectations.
• Operational Excellence:
  • Monitor and manage the performance of MarTech systems, ensuring uptime, responsiveness, and reliability.
  • Drive the resolution of incidents and problems related to MarTech tools, adhering to ITIL best practices.
  • Develop and maintain documentation for processes, systems, and support workflows.
• Vendor & Partner Management:
  • Collaborate with external vendors and partners to ensure quality service delivery, adherence to contracts, and timely resolution of escalations.
  • Evaluate vendor performance and identify opportunities to improve cost-effectiveness and service quality.
• Process Improvement & Innovation:
  • Identify areas for improvement within the service delivery lifecycle and implement strategies to enhance efficiency and user satisfaction.
  • Stay informed about the latest MarTech trends and recommend new tools or approaches to meet evolving business needs.
• Team Leadership:
  • Lead and mentor a team of MarTech specialists and support staff, fostering a culture of accountability and excellence.
  • Ensure team members are equipped with the necessary skills and training to deliver high-quality support and services.
• Compliance & Security:
  • Ensure all MarTech solutions comply with organizational policies and regulatory requirements (e.g., GDPR, CCPA).

Implement robust security measures to safeguard sensitive marketing and customer data