Service Delivery Manager (Customer Support Operations)

We are looking for a Service Delivery Manager who acts as a genuine Project Owner — a leader fully accountable for project performance, client satisfaction, and the success of the entire delivery team.
This role combines strategic vision, operational excellence, and the ability to convert insights into measurable business results.

Key Responsibilities

1. Day-to-Day Operations & Performance Management

• Ensure consistent and high-quality delivery of all project KPIs and SLAs.
• Analyze operational data, identify performance gaps, and develop and execute actionable improvement plans.
• Lead and mentor the project team — taking full ownership of external results and internal processes.
• Oversee workforce planning cycles: recruitment, onboarding, training, scheduling, resource allocation.
• Maintain clear, structured, and timely communication across all levels of the project.

2. Client Relationship & Partnership

• Act as the primary owner of the client relationship, leading all strategic meetings, Weekly/Monthly Business Reviews, and regular operational syncs.
• Build trust-based relationships with key client decision-makers, positioning yourself as a proactive and reliable partner.
• Anticipate risks, manage expectations transparently, and ensure high Client Satisfaction through consistent delivery and continuous improvement.

3. Strategic Management & Business Growth

• Define and execute the long-term project strategy fully aligned with the client’s goals and company direction.
• Identify opportunities for scaling the project, optimizing workflows, and implementing innovative solutions.
• Translate strategic initiatives into clear operational roadmaps with measurable milestones.
• Forecast operational challenges and design preventive actions to ensure long-term, stable delivery.

4. Cross-Functional Leadership

• Collaborate effectively with Operations, Training, Quality Assurance, Workforce Management, IT, and People/HR teams.
• Ensure alignment and transparent communication between internal departments and the client side.
• Promote a culture of ownership, accountability, and continuous improvement within the project team.

Requirements

• 2+ years of experience as a Project Manager, Delivery Manager, Operations Manager, or a similar leadership role in customer support, e-commerce, ride-hailing, or delivery industries.
• Proven track record of managing large-scale operations and owning end-to-end project results.
• Strong analytical skills with the ability to make effective data-driven decisions.
• Exceptional communication, leadership, and negotiation abilities.