client delivery manager

Concentrix

<p></p><div><p>Job Title:
</p>Service Delivery Manager
<p></p><p>Job Description
</p>We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
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The global technology and services leader that powers the world&rsquo;s best brands, today and into the future. We&rsquo;re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we&rsquo;re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
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The Concentrix Technical Products and Services team is the driving force behind Concentrix&rsquo;s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
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Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we&rsquo;re proud to be recognized with awards such as &quot;World's Best Workplaces,&quot; &ldquo;Best Companies for Career Growth,&rdquo; and &ldquo;Best Company Culture,&rdquo; year after year.
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Join us and be part of this journey towards greater opportunities and brighter futures
<p><b>The Service Delivery Manager (SDM) </b>is responsible for driving client satisfaction, operational excellence, and team performance across customer engineering and support functions. Acting as the primary liaison between clients, internal teams, and stakeholders, the SDM ensures seamless delivery of services, alignment of technical execution with business objectives, and continuous improvement of processes. This role is both client-facing and operationally strategic, requiring strong relationship management, performance optimization, and leadership skills.
</p><p></p><p>The SDM embodies the Concentrix culture, modeling values and mentoring others to foster collaboration, accountability, and innovation.
</p><p></p><p><b>Key Responsibilities
</b></p><p><b>Client &amp; Stakeholder Engagement
</b></p><ul><li><p>Build strong client relationships and serve as the primary point of contact for assigned accounts.
</p></li><li><p>Manage client communications, ensuring timely resolution of concerns and effective conflict management.
</p></li><li><p>Lead client-facing meetings, including QBRs and monthly reviews, to communicate business needs, service outcomes, and improvement plans.
</p></li><li><p>Collaborate with stakeholders across HR, IT, Finance, and Compliance to ensure operational alignment and delivery excellence.
</p></li><li><p>Team &amp; Engineering Collaboration
</p></li><li><p>Partner with engineering teams and Cloud Solution Architects to align technical delivery with client requirements and business operations.
</p></li><li><p>Support workforce planning including onboarding, training, and professional development to build resilient, high-performing teams.
</p></li><li><p>Enable operational consistency across US and LATAM teams, ensuring technical excellence and scalability.
</p></li><li><p>Assist engineers in understanding client requirements and provide ongoing support post-onboarding.
</p></li></ul><p></p><p><b>Operational Excellence
</b></p><ul><li><p>Oversee business operations for customer support teams, ensuring seamless delivery and efficiency.
</p></li><li><p>Monitor and optimize KPIs, SLAs, and contractual obligations, consistently achieving or exceeding performance metrics.
</p></li><li><p>Drive operational reviews through daily stand-ups, weekly performance meetings, and executive reporting.
</p></li><li><p>Implement continuous improvement initiatives across workflows, escalation processes, and documentation.
</p></li><li><p>Manage risks and escalations proactively, ensuring timely resolution aligned with client expectations.
</p></li><li><p>Track and reduce costs while maintaining service quality and client satisfaction.
</p></li><li><p>Customer Satisfaction &amp; Culture
</p></li><li><p>Champion CSAT initiatives by seeking client feedback and developing action plans to improve satisfaction scores.
</p></li><li><p>Collaborate with teams to drive improvements in service delivery and customer experience.
</p></li><li><p>Model Concentrix culture by aligning actions and behaviors with organizational values.
</p></li><li><p>Mentor others to understand and embody the Concentrix culture.
</p></li></ul><p></p><p><b>Qualifications
</b></p><ul><li><p>Bachelor&rsquo;s degree in Business Administration, Operations Management, IT, or related field (preferred).
</p></li><li><p>5&ndash;7+ years of experience in service delivery, business operations, or project management within IT services or customer support environments.
</p></li><li><p>Proven expertise in KPI management, operational performance tracking, and business reporting.
</p></li><li><p>Strong communication skills (verbal and written), with fluency in English
</p></li><li><p>Excellent negotiation and presentation skills with the ability to influence at all organizational levels.
</p></li><li><p>Demonstrated leadership in managing large support or engineering teams and driving operational excellence.
</p></li><li><p>Experience collaborating with technical teams to align business operations with technical delivery.
</p></li><li><p>Proven ability to manage multiple client-focused projects in fast-paced, deadline-driven environments.
</p></li></ul><p></p><p>#WAH #WFH #LI-Remote
</p><p></p><p>Location:
</p>EGY Work-at-Home
<p></p><p>Language Requirements:
</p><p></p><p>Time Type:
</p>Full time
<p><b>If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the </b><b>Job Applicant Privacy Notice for California Residents</b></p></div><p></p>

Service Delivery Manager

Amadeus

<div><div><div><div><div><div><div><div><p><b>Job Title</b></p></div></div></div></div></div></div></div>
Service Delivery Manager<div>
Amadeus is the leading technology provider to the travel industry and is present in 190+ countries around the world. Our innovative solutions power every part of a traveler&rsquo;s journey, from airlines to search engines, travel agencies to hotels, the world's top travel brands rely on Amadeus to help create exceptional traveler experiences.</div><div></div><div><div><div><div><div><div><div>
As a Service Delivery Manager, <b>you will have a chance to:</b></div><ul><li>
Be responsible for managing the delivery of contracted services such as maintenance and information technology to customers.</li><li>
Act as the main point of contact for both internal and external clients regarding overall and day-to-day service delivery. Ensure that SLAs (service level agreements) and KPIs (key performance indicators) defined in contracts are met or exceeded.</li><li>
Ensure that implementations and ongoing services are delivered on time and meet client requirements by monitoring project schedules, risks, scope of work, and budgets.</li><li>
Build and maintain positive client relationships and participate in client meetings to review performance and support client satisfaction.</li><li>
Support operational teams and service partners in understanding client needs and provide ongoing client advice and assistance.</li><li>
Promote the organization&rsquo;s capabilities to help secure contract extensions or additional business within accounts.</li><li>
Support contract renewals for support and maintenance services and explore opportunities to expand service offerings within the current customer base.</li><li>
Identify budget needs, monitor P&amp;L (costs, revenues, margin), and analyze variances between actuals and budgets.</li><li>
Oversee customer invoicing and payment milestones to ensure timely financial processing.</li><li>
The SDM will be required to meet customers at both Jeddah (JED) and Medina (MED) airports</li></ul><p></p><div><b>
About the ideal candidate:
</b></div><ul><li>Bachelor&rsquo;s degree in computer science, business administration, or a closely related discipline is desirable.</li><li>
ITIL certification or equivalent knowledge.</li><li>
Experience in incident management.</li><li>
Understanding of contract management and project management.</li><li>
Knowledge of financial management to administer budgets, schedules, and performance standards, helping to maintain and optimize delivery and service costs, as well as provide financial performance reports.</li><li>
Proficiency in English, both spoken and written.</li><li>
Communication skills with the ability to effectively connect and collaborate with both technical and non-technical stakeholders.</li><li>
The SDM will be required to meet customers at both Jeddah (JED) and Medina (MED) airports</li></ul><p></p><div><b>
What we can offer you</b></div><div>
 A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.</div><div>
 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.</div><div>
 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.</div><div>
 A caring environment &ndash; Amadeus fosters a caring environment that supports both professional growth and personal well-being.</div><div>
 A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits and health benefits.</div><div>
 A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.</div><div>
 A diverse, equitable, and inclusive community &ndash; We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.</div><div>
 A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.</div><div></div><div>
#LI-EMEA</div></div></div></div></div></div></div><p></p><p><b>
Diversity &amp; Inclusion</b></p><p></p><p>
Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.</p><p></p><p>
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.</p></div><p></p>

Infogain

<div>
 <strong>
  Roles &amp; Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Service Delivery Manager (SDM)
 </strong>
 will provide delivery leadership for multiple engineering teams within an infrastructure managed service offering. The SDM is a customer facing role and requires successful management client and employee expectations. The position also requires leadership, strong ability to multi-task, prioritize, communicate, and provide direction for a global and diverse set of teams. The successful candidate will have the ability to manage and evolve existing services across multiple practices and assist partner teams with growth strategies.
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 <strong>
  Roles And Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide leadership to diverse engineering teams.
  </li>
  <li>
   Develop, implement and monitor real-time data analytics and report to customers on service delivery performance regularly.
  </li>
  <li>
   Engage in team member on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each program.
  </li>
  <li>
   Lead internal and customer meetings covering delivery performance, service improvements, and quality.
  </li>
  <li>
   Be accountable for the quality of service and performance; ensure future demand from growth and projects are well defined and proposed solutions are communicated to the customer in a timely manner.
  </li>
  <li>
   Work closely with partner teams to support growth, including help with services content for Statements of Work/RFPs, and the development of enhanced managed service capabilities.
  </li>
  <li>
   Collaborate with lead engineers and stakeholders to define the roadmap for all programs and translate into action items to be implemented.
  </li>
  <li>
   Work closely with resourcing teams to develop program pipelines and a process for hiring strong candidates and interview where necessary.
  </li>
  <li>
   Further develop and maintain employee retention goals and incentives for employee satisfaction.
  </li>
  <li>
   Lead the collaborative and flexible project planning process by prioritizing the work that needs to be done against the capacity and capability of the team.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills And Experience
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  <br/>
 </strong>
 <ul>
  <li>
   5+ years&rsquo; experience selecting and leading a global team of network engineers delivering business value using technology solutions in high-tech operations space.
  </li>
  <li>
   3+ years of experience with Service Delivery and Client Management with strong customer relationship management skills.
  </li>
  <li>
   Proven ability to understand and manage problem solving and opportunities in the context of IT infrastructure solutioning, design and deployment in a major network services environment.
  </li>
  <li>
   Analytical, problem-solving, and negotiation experience.
  </li>
  <li>
   Coordination and multi-tasking experience across a regional/global scope
  </li>
  <li>
   Experienced in executing multiple tasks simultaneously.
  </li>
  <li>
   Experienced collaborating with different individuals across external organizations, within other geographies, and "roll-up the sleeves" in order to accomplish all necessary tasks.
  </li>
  <li>
   Cross-functional leadership experience.
  </li>
  <li>
   Organizational and time management experience.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in MIS, computer science, systems engineering, electrical engineering, business or a related field.
  </li>
  <li>
   Networking or data center experience with a minimum certification of CCNA/JNCIA or equivalent.
  </li>
  <li>
   Strong interpersonal skills and ability to supervise, mentor, and lead teams of up to 50 engineers.
  </li>
  <li>
   Understanding of operations &amp; technologies within the infrastructure capacity provisioning and deployment practices.
  </li>
  <li>
   Ability to create quarterly business reviews using data analysis/metrics, data compilation, deck preparation, message consistency and client collaboration.
  </li>
  <li>
   Understanding of basic P&amp;L and financial management.
  </li>
  <li>
   Excellent English oral and written communication skills with the ability to speak and write at executive levels.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   14-16 Years
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Primary Skill: Product Management (SDT)
  </li>
  <li>
   Sub Skill(s): Product Management (SDT)
  </li>
  <li>
   Additional Skill(s): Product Management (SE), JIRA, Stakeholder Management, Delivery Management (SE)
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About The Company
  <br/>
  <br/>
 </strong>
 Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail &amp; CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).
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 Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Krak&oacute;w, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.
</div>


Product Manager

Creativelogicx

<p>Owns the delivery performance of services, ensuring SLA/KPI compliance, service governance, risk control, and client satisfaction. Acts as the operational bridge between clients, internal teams, and partners, driving excellence in IT service delivery across global accounts.</p><p><b>Responsibilities</b></p><p><b>1. Service Governance &amp; Client Engagement</b></p><ul><li>Lead Monthly/Quarterly Service Reviews with clients, presenting SLA dashboards, incident trends, and improvement plans.</li><li>Maintain governance frameworks for each account &mdash; ticket performance, resource utilization, risk registers, and service roadmaps.</li><li>Partner with Client Success Managers to ensure service performance aligns with client expectations.</li></ul><p><b>2. Operational Oversight</b></p><ul><li>Govern daily service delivery operations across accounts (Hands &amp; Feet dispatch, field services, infra rollouts, support).</li><li>Ensure SLA/KPI compliance across incidents, requests, and problem management.</li><li>Oversee knowledge base usage, playbooks, and escalation workflows.</li></ul><p><b>3. Escalation &amp; Risk Management</b></p><ul><li>Act as escalation bridge between client stakeholders, engineers, and internal finance/ops teams.</li><li>Lead incident reviews, drive root-cause analysis (RCA), and ensure corrective/preventive actions are implemented.</li><li>Proactively identify risks (capacity, resource, compliance) before they impact service delivery.</li></ul><p><b>4. Resource &amp; Vendor Coordination</b></p><ul><li>Coordinate resource allocation with internal teams and global partner networks.</li><li>Manage subcontractors/vendors for service delivery, ensuring compliance and SLA performance.</li><li>Balance resource load between steady-state delivery and project activities.</li></ul><p><b>5. Reporting &amp; Financial Alignment</b></p><ul><li>Provide structured reporting: weekly/monthly dashboards, SLA trends, cost vs budget, margin tracking.</li><li>Support commercial teams in identifying service improvement opportunities tied to renewals or expansions.</li><li>Monitor service profitability &mdash; utilization, field travel, penalties, and cost leakage.</li></ul><p><b>6. Continuous Service Improvement (CSI)</b></p><ul><li>Drive ongoing improvement initiatives &mdash; automation, process refinement, knowledge management.</li><li>Benchmark against industry best practices (ITIL, ISO, client requirements).</li><li>Promote a culture of proactive service delivery and operational excellence.</li></ul><p><b>REQUIREMENTS</b></p><p>(MUST HAVE /MANDATORY)</p><p>&middot; 8&ndash;10 years of experience in <b>IT service delivery governance</b>, with 5+ years in SLA-driven environments.</p><p>&middot; Proven record of managing enterprise client accounts across multiple regions.</p><p>&middot; Strong knowledge of ITIL processes (incident, problem, change, request).</p><p>&middot; Demonstrated capability in escalation management and RCA/SIP.</p><p>&middot; Excellent communication and client-facing presentation skills.</p><p>&middot; Ability to coordinate cross-functional and multi-vendor teams</p><p><b>REQUIREMENTS</b></p><p>(NICE TO HAVE / PREFFERED)</p><p>&middot; ITIL Intermediate/Expert certification.</p><p>&middot; Experience with enterprise ITSM platforms (ServiceNow, Remedy, Jira Service Management).</p><p>&middot; Familiarity with dispatch/field engineering models and global subcontractor networks.</p><p>&middot; Financial acumen &mdash; understanding of cost, margin, and commercial levers.</p><p>&middot; Prior experience with global IT services/consulting companies.</p><p>Job Type: Full-time</p><p>Work Location: In person</p>

Service Delivery Manager (Commercial)

Spirit Delivery

<p><b>Spirit Logistics Network, Inc</b>., is looking for a <b>Home Delivery Manager Administrator to work 2nd shift </b>full time at our <b>Louisville, KY location.</b></p><p>Candidate will be <b>responsible for daily operational</b>, along with helping the check in team with driver interactions and overall help support the shift supervisor.</p><p>Home Delivery Manager <b>needs to be semi-versed in excel and other Microsoft programs</b> along with a positive attitude.</p><p><i><b>Responsibilities:</b></i></p><ul><li>Dispatch</li><li>Routing Experience</li><li>Customer Service</li><li>Data entry</li><li>Return procedures</li><li>Home damage claims</li></ul><p><i><b>Requirements:</b></i></p><ul><li>Problem-solving skills</li><li>Excellent communications skills</li><li>Ability to multi-task</li><li>Bilingual A PLUS #ADM</li></ul><p>Job Type: Full-time</p><p>Pay: $45,000.00 - $55,000.00 per year</p><p>Shift availability:</p><ul><li>Night Shift (Required)</li></ul><p>Work Location: On the road</p>

Home Delivery Manager

PepsiCo

<div>Overview:
<div>
Reporting to the Delivery Director, this role will lead the execution of the Delivery operations to become Faster, Stronger and Better. As an <b>Area Delivery Manager</b> you will drive activities to achieve cost targets and improve performance in the areas of service, efficiency, safety and capability.</div><div></div><div><br>
You will maintain positive employee relations while driving significant change. The<b> </b>Area Delivery Manager<b> </b>will oversee delivery in a single or multiple sales/Go-To-Market (GTM) location(s) within an assigned geography and will manage between 2-9 Delivery Team Leads who manage our frontline Drivers.</div><div></div><div><br>
You will partner with key stakeholders in various functions such as GTM, Sales and Warehouse to ensure local sites execute against delivery performance indicators such as, As Delivered as Scheduled (ADAS), Haul backs, Two-For-One, total OT hours, direct labor cost per case, and DOT Compliance.</div>
Responsibilities:
<ul><li>Provide leadership to Delivery Team Leads and Delivery Drivers with varying job responsibilities including logistics, distribution and customer service through effective cross functional communication</li><li>
Build and maintain strategic partnerships with customers and drive customer satisfaction through superior service and execution</li><li>
Ensure the team delivers volume and revenue results while managing costs</li><li>
Driving key performance indicators including; As Delivered as Scheduled (ADAS), Haul backs, Two-For-One, total OT hours, direct labor cost per case, and DOT Compliance.
</li><li>Direct and Support all delivery activities within a specific geographic area to deliver against operating and AOP commitments to the company.</li><li>
Identify and coordinate improvements in delivery operations within specific geographic area of division to meet cost objectives and performance standards.</li><li>
Evaluate local personnel capabilities, skills and resource alignment to ensure performance against objectives.</li><li>
Identify day-to-day operational issues and develop strategic solutions to drive towards short and long term performance goals.</li><li>
Establish clear performance and behavioral expectations for all employees, builds people capability through effective employee relations, hiring, training and communication for front-line hourly and salaried personnel.</li><li>
Support GTM escalations to resolve service issues.</li><li>
Provide input into customer service, ensures locations meet expectations.</li></ul><div><b>
Compensation and Benefits:</b></div><ul><li>
The expected compensation range for this position is between $80,200 - $134,250.<br>
</li><li>
Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process.<br>
</li><li>
Bonus based on performance and eligibility target payout is 8% of annual salary paid out annually.<br>
</li><li>
Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.<br>
</li><li>
In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.</li></ul>
Qualifications:
<ul><li>Bachelor&rsquo;s degree (preferably in Supply Chain, Logistics, Operations Management, or similar field) or equivalent experience required</li><li>
A minimum of 3-6 years of delivery, logistics and/or transportation experience, preferably within the CPG industry in a DSD environment</li><li>
Strong analytical skills and demonstrated proficiency making data-driven decisions.</li><li>
Demonstrated progressive leadership in safety &amp; DOT compliance</li><li>
Strong influence management and communication skills, ability to gain organizational buy-inat all levels of an organization</li><li>
Strong leadership skills with the ability to get results through coaching, providing feedback, mentoring others,and lead a team-based approach to decision making</li><li>
Proven track record as an &ldquo;agent of change&rdquo;, with the ability to move quickly and bring a sense of urgency to the business</li><li>
A team player and strong relationship builder, both internally and externally, to achieve the necessary leadership and management initiatives</li><li>
Ability to work a flexible schedule including early morning and some weekends</li><li>
Must be willing and able to lift 40 lbs. periodically</li><li>
Proficient in Microsoft Suite applications</li><li>
This position is limited to persons with indefinite right to work in the United States</li><li>
Willing and able to travel within their defined geography on a regular basis</li></ul>
&gt;:
<div>
Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.</div><div></div><div><br>
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.</div><div></div><div><br>
PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity / Age.</div><div></div><div><br>
If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law &amp; EEO is the Law Supplement documents. View PepsiCo EEO Policy.</div><div></div><div><br>
Please view our Pay Transparency Statement</div></div>

Area Delivery Manager

Marslab Intelligence Private Limited

<p><b>Job Title:</b> Delivery &amp; Escalation Manager</p><p><b>Experience Required :</b> 10+ years</p><p><b>Job Purpose</b></p><p>The Delivery &amp; Escalation Manager is responsible for ensuring predictable project delivery, disciplined escalation management, and SLA governance across customer engagements. The role requires a strong working understanding of <b>cloud platforms (AWS and Azure), IT infrastructure, security, and compliance frameworks</b> to effectively review escalations, validate root cause analyses, challenge remediation plans, and communicate confidently with customers and internal technical teams. The position focuses on governance, accountability, and continuous improvement rather than hands-on technical execution.</p><p><b>Key Responsibilities</b></p><p><b>Escalation &amp; Incident Management</b></p><ul><li>Own and manage all L2/L3 escalations with structured RCA and resolution plans</li><li>Ensure every escalation is documented, reviewed, and closed with preventive actions</li><li>Escalate to senior leadership only when unavoidable and with complete data</li></ul><p><b>Project Delivery Ownership</b></p><ul><li>Own project timelines, milestones, dependencies, and delivery commitments</li><li>Ensure projects are delivered on time with defined scope and acceptance criteria</li><li>Track risks, delays, and mitigation plans proactively</li></ul><p><b>Ticketing &amp; SLA Governance</b></p><ul><li>Enforce strict discipline in ticket logging, classification, prioritization, and SLA adherence using Zoho Help Desk</li><li>Prevent any free or untracked work outside contracted SLAs</li><li>Conduct regular audits to ensure system hygiene</li></ul><p><b>Review, RCA &amp; Continuous Improvement</b></p><ul><li>Conduct monthly reviews of top recurring issues, noisy alerts, and escalations</li><li>Drive reduction of repeat issues through runbooks and permanent fixes</li><li>Ensure escalations are not accepted without prior runbook reference</li></ul><p><b>Tech Consultant (TC) Engagement</b></p><ul><li>Engage Tech Consultants strictly in an advisory and architecture review capacity</li><li>Ensure ownership and execution decisions remain within internal teams</li></ul><p><b>Capability &amp; Competency Building</b></p><ul><li>Ensure teams achieve defined DevOps and technical competencies within set timelines</li><li>Validate capabilities through audits and practical assessments</li></ul><p><b>Knowledge Management</b></p><ul><li>Ensure creation, maintenance, and active usage of runbooks and documentation</li><li>Enforce knowledge sharing without creating single points of dependency</li></ul><p><b>Certification &amp; Upskilling</b></p><ul><li>Ensure self and team complete relevant certifications aligned to supported services.</li><li>Avoid irrelevant or vanity certifications</li></ul><p><b>Capacity &amp; Bandwidth Management</b></p><ul><li>Present monthly bandwidth utilization reports highlighting bottlenecks and risks</li><li>Identify overload conditions early and recommend corrective actions</li></ul><p><b>Stakeholder Communication</b></p><ul><li>Ensure disciplined, timely, and professional communication with customers and internal stakeholders</li><li>Govern SLA commitments and ensure acknowledgment and resolution timelines are met</li></ul><p><b>Success Metrics</b></p><ul><li>&ge;90% on-time project delivery</li><li>100% escalations to be closed with documented RCA and fix plans</li><li>Reduction in repeat issues quarter-on-quarter</li><li>100% ticket and SLA compliance</li><li>Measurable improvement in team capability and documentation usage</li></ul><p>Job Type: Full-time</p><p>Pay: ₹900,000.00 - ₹1,200,000.00 per year</p><p>Benefits:</p><ul><li>Health insurance</li><li>Paid time off</li><li>Provident Fund</li><li>Work from home</li></ul><p>Work Location: In person</p>

Delivery & Escalation Manager

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Service Delivery Manager

Service Delivery Manager

Product Manager

Service Delivery Manager (Commercial)

Home Delivery Manager

Area Delivery Manager

Delivery & Escalation Manager