825 Itil Frameworks jobs in India

About FirstsourceFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: , Reuters: FISO. BO, Bloomberg: FSOL: IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.Job Title: Director – Service Delivery Management.Mode of work: WFOKey ResponsibilitiesClient & Stakeholder Management- Act as the primary point of contact for a large global client on all aspects of technology and service delivery.- Build and maintain strategic client relationships, ensuring continuous engagement and satisfaction.- Manage client expectations through clear communication, regular reviews, and proactive issue resolution.Service Delivery Leadership- Lead a large, cross-functional team to deliver consistent, high-performance IT services across multiple business units.- Oversee incident, change, and problem management, ensuring adherence to ITIL/ISO2000 standards.- Ensure SLA compliance and service quality across all client-facing operations.Operational Excellence- Drive timely and accurate reporting on SLA metrics, service availability, and uptime.- Sponsor and lead daily/weekly/monthly service review meetings with internal teams and clients.- Identify opportunities for continuous improvement and build service improvement plans.Strategic & Tactical Oversight- Develop and implement capacity plans, risk mitigation strategies, and IT continuity plans.- Manage customer voice of the client (VOC) programs for feedback and continuous enhancement.- Collaborate with internal leadership on

Service Delivery Manager
Date: Aug 27, 2025
Req ID:
Location:
Bengaluru, KA, IN
Workplace Type: Hybrid/Remote
Do you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges. AGCO is a part of the solution! Join us to make your contribution.
The Service Delivery Manager is responsible for supporting & managing the delivery and support of the managed services provider(s). This role ensures that AGCO DT Services operate efficiently, meet SLAs, and provide a satisfactory user experience and service excellence. The Service Delivery Manager oversees the provision of support services, maintains high levels of customer satisfaction, and promotes continuous improvement in service performance.
**Your Impact**
+ Service Management: Oversee the delivery of application support services, ensuring compliance with service level agreements (SLAs) and performance standards. Manage client expectations and ensure high levels of customer satisfaction
+ Vendor/Partner Management: Manage relationships with third-party vendors and service providers, ensuring they deliver high-quality services and meet contractual obligations. Include managing vendor relationships in a managed services context
+ Incident Management: Accountable for application-related incidents and problems, ensuring minimal disruption to client operations. Focus on proactive incident management and root cause analysis
+ Stakeholder Communication & Engagement: Act as the primary point of contact for stakeholders, providing regular updates on service performance and addressing any concerns or issues. Manage client relationships and ensure alignment with client business needs.
+ Reporting and Analysis: Monitor and report on service delivery performance, identifying areas for improvement and implementing corrective actions. Include reporting to clients and ensuring transparency in service delivery,and accountable for Service Delivery Metrics for applications in scope
**Your Experience and Qualifications**
+ Bachelor's degree or higher in computer science, information Systems, or related field.
+ Proven experience as a Service Delivery Manager or in a similar role, with a focus on Application Support and vendor management.
+ Experience with global or offshore AMS delivery models.
+ Ability to manage multiple priorities and work effectively in a fast-paced environment.
+ Experience with ITIL or other service management frameworks will be an advantage, Familiarity with enterprise applications such as SAP, Oracle, Salesforce and Customer Applications
**Your Benefits**
+ GLOBAL DIVERSITY - Diversity means many things to us, different brands, cultures, nationalities, genders, generations - even variety in our roles. You make us unique!
+ ENTERPRISING SPIRIT- Every role adds value. We're committed to helping you develop and grow to realize your potential.
+ POSITIVE IMPACT - Make it personal and help us feed the world.
+ INNOVATIVE TECHNOLOGIES - You can combine your love for technology with manufacturing excellence - and work alongside teams of people worldwide who share your enthusiasm
+ MAKE THE MOST OF YOU - Benefits include health care and wellness plans and flexible and virtual work option.

**Your Workplace**
We value inclusion and recognize the innovation a diverse workforce delivers to our farmers. Through our recruitment efforts, we are committed to building a team that includes a variety of experiences, backgrounds, cultures and perspectives.
**Join us as we bring agriculture into the future and apply now!**
Please note that this job posting is not designed to cover or contain a comprehensive listing of all required activities, duties, responsibilities, or benefits and may change at any time with or without notice.
**AGCO is proud to be an Equal Opportunity Employer**
**Job Segment:** Service Manager, User Experience, Computer Science, Database, ERP, Customer Service, Technology

Your potential has a place here with TTEC's award-winning employment experience. As a Service Delivery Manager working Onsite in Mohali, India, you'll be a part of bringing humanity to business. #experienceTTEC
Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in India says it all!
**What You'll be Doing**
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals. You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
**During a Typical Day, You'll**
· Improve the key success metrics associated with goals. These include:
o Customer Satisfaction Score
o Service Level Goals
o Quality Goals
· Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
· Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
**What You Bring to the Role**
· Minimum 1 year call center or equivalent work experience
· Continuously promote a performance-driven culture and always work towards reaching for amazing
· Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
· Consistently mentor and inspire others
· Customer focused mindset
· Understanding, interpreting, and manipulating data for reporting
**What You Can Expect**
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes. a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Use if Non US based role: Visit for more information.
**About TTEC**
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
#Onsite
**Title:** _Service Delivery Manager_
**Location:** _India-Punjab-Mohali_
**Requisition ID:** _0462I_

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Key Responsibilities:**
+ Leads and manages a virtual team of Service Delivery experts to manage the delivery governance and continual service improvement of Corporate IT into regions and service divisions.
+ Maintains a holistic position across regions and service divisions to ensure full objectivity and impartiality whilst maintaining the Digital Office strategic direction for Corporate IT.
+ Ensures that the standard governance model is implemented and adhered to across regions and service divisions.
+ Develops standardized frameworks, methodologies, tools, systems and reporting across regions and service divisions that is required to ensure successful governance and the performance of Corporate IT Service Delivery.
+ Develops and maintains digital real time reporting capabilities to ensure deep analytical and insights on operations to drive improvements.
+ Works closely with delivery Operations and Service Management teams to ensure operational reports are delivered and analysed to provide feedback on trends, exceptions and insights.
+ Drives optimization and lowers the cost of services through digitalization, standardisation, optimization, and centralization to meet the cost saving targets.
+ Drives and assists regions and service divisions to simplify, consolidate, modernize, and/or retire regional tier 2/3 platforms in line with Digital Blueprint.
+ Ensures information and communication is effectively flowing into regions, service divisions and end users from our parts of the Digital Office.
+ Establishes excellent working relationships with internal business stakeholders
**Knowledge and Attributes:**
+ Extended understanding of business strategy and the ability to align service delivery efforts with organizational goals is vital.
+ Extended proficiency in using data and analytics to make informed decisions, track the performance of service delivery, and identify areas for improvement.
+ Proven ability to collaborate and build relationships with executives, department heads, and other stakeholders to gain buy-in and support for service delivery transformation efforts.
+ Extended knowledge and understanding of IT industry environment and business needs.
+ Extended business awareness and solid analytical skills.
+ Extended financial management and commercial skills.
+ Excellent communication skills (verbal and written) coupled with excellent questioning skills.
+ Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
+ Good problem-solving skills and ability to understand new issues quickly and make wise decisions.
+ Excellent client relationship building and engagement skills.
+ Ability to persuade, negotiate and influence key stakeholders.
+ Excellent project management skills
**Academic Qualifications and Certifications:**
+ Relevant bachelor's degree or equivalent in Information Technology or a related field.
+ ITIL Foundation V4 or higher preferred.
+ SIAM - Service Integration and Management Foundation would be advantageous.
+ Project Management certification would be advantageous
+ **Required experience:**
+ Extended demonstrated experience in a similar role preferably gained within a global IT services organization.
+ Extended demonstrated experience in IT service delivery management for large multinational.
+ Extended demonstrated experience leading and managing a team of service delivery specialists.
+ Extended demonstrated continuous service improvement experience.
+ Extended demonstrated client satisfaction experience is essential.
+ Advanced demonstrated experience in Resource Coordination is beneficial.
**Workplace type** **:**
Hybrid Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Service Delivery ManagerChennai, IndiaJR
**Primary Responsibilities:**
+ Acts as a client advocate and a point of escalations for client service delivery needs. Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono's' operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
+ Works with the assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client's business outcomes. This may include analyzing the health/wellness of the client's environment, data on incidents/SLAs.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
+ Supports relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.
+ Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
+ Provides communications for critical business impacting events,

**Country:**
India
**Location:**
Bren Optimus ,No 8/2, 3rd floor,Dr M H Marigowda Road, Bangalore
**Role:** Service Delivery- CTD
**Location:** Bangalore, India
**Full/ Part-time:** Full time
**Build a career with confidence**
Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.
**About the role**
Service Area Manager for South region taking care of CTD Product Repair & Maintenance through Dealer Network.
**Key Responsibilities:**
+ Service Area Manager for South region taking care of CTD Product Repair & Maintenance through Dealer Network.
+ Responsible for complete South Service Operations
+ Managing Key Accounts
+ Dealer Network Management
+ Service Revenue through Part Sales
+ Min 4-8 years of experience in Cold Storage/ HVAC
**Benefits**
We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.
+ Make yourself a priority with flexible schedules, parental leave
+ Drive forward your career through professional development opportunities
+ Achieve your personal goals with our Employee Assistance Programme
**Our commitment to you**
Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is _The Carrier Way_ .
Join us and make a difference.
**Apply Now!**
**Carrier is An Equal** **Opportunity/Affirmative** **Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.**
**Job Applicant's Privacy Notice:**
Click on this link ( to read the Job Applicant's Privacy Notice

Service Delivery Manager (SDM)

Pioneer your career! Körber is the home for passionate people who innovate, collaborate, and love what they do. Entrepreneurial spirit is our joint DNA. We develop future technologies and support talents to deploy their skills and reach their full potential. Together, we aim to be the first to do the right thing at the right time.

Join the home for entrepreneurs!

We are seeking an experienced professional to manage and lead the customer maintenance organization. The role requires strong expertise in maintenance contracts, customer relations, and quality management, with the ability to drive operational excellence, ensure contractual compliance, and maintain customer satisfaction.

Key Responsibilities

• Customer Relationship Management
• Act as the primary point of contact for customers in the maintenance phase.
• Build and maintain strong, long-term relationships with customers.
• Ensure a high level of customer satisfaction through proactive engagement and timely resolution of issues.
• Maintenance Deliveries & Operations
• Accountable for end-to-end maintenance service delivery.
• Oversee and manage the internal customer install base.
• Ensure smooth on-boarding of new customers transitioning from deployment to maintenance phase.
• Commercial & Contract Management
• Manage and maintain Annual Maintenance Contracts (AMCs) and renewals.
• Drive the contract lifecycle from creation of SOWs, purchase orders, to invoicing.
• Review, negotiate, and renew customer maintenance contracts.
• Control and monitor maintenance P&L, ensuring profitability and cost optimization.
• Ensure timely and accurate billing for maintenance services.
• Quality & Compliance
• Ensure adherence to quality management processes and standards.
• Collaborate with cross-functional teams to drive improvements in service delivery.
• Maintain compliance with industry regulations (IT, pharma, or relevant quality-driven sectors).
• Leadership & Strategic Contribution
• Contribute to continuous process improvement and operational efficiency.
• Support business growth by identifying upsell/cross-sell opportunities within maintenance services.
• Provide guidance and mentorship to internal teams supporting maintenance operations.

Qualifications & Experience

• Overall 10–15 years of professional experience, with at least 5 years in similar roles.
• Strong background in IT, Pharma, or other quality-driven industries.
• Demonstrated experience in managing AMCs, renewals, and customer maintenance services.
• Ability to manage P&L, contracts, and customer-facing operations.
• Excellent communication, negotiation, and interpersonal skills with strong intercultural awareness.
• Conscientious, detail-oriented, and structured way of working.
• Preferred relevant experience in Quality Management.

Your working environment at Körber

Körber Business Area Pharma is the leading provider of MES (Manufacturing Execution Systems) software to the pharmaceutical and biotech manufacturing industry. Our first-in-class Werum PAS-X software offering allows our customers to control and record the making of life-saving therapies to ensure the best possible business and patient outcomes. We are seeking talented individuals as we look to transform our business and products to meet the constantly shifting demands of the ongoing revolution in factory digitization and automation.

Your benefits

• Competitive compensation package.
• Opportunities for professional growth within a global organization.
• A work environment that values collaboration, efficiency, and commitment.
• Continuous learning and development opportunities.

Can you find yourself in this profile?

Then you are right at Körber. We are looking forward to getting to know you!

Job location: Chennai, Bengaluru, Pune (On-site)

Experience: 2 - 5 years of experience in IT Project Management

Company Mission :

Through an elite team of courteous and responsive professionals, our mission is to deliver an unrivalled service experience. We are committed to building long-term relationships with our clients. We are partners for a better future.

Company Objectives :

Keep up every promise. Do more with less. Create an extraordinary customer experience.

Service Delivery Manager Expectations :

Project Management

• Planning tasks proactively
• Tracking planned tasks
• Status updates
• Client facing as an Overall PMO
• Tracking Contract signoffs, invoices and receivables
• Process compliance

Skillsets/behavioural:

• Work with honesty, integrity and with the company’s best interest in mind.
• Take ownership of all your tasks.
• Continuous growth and development - ask questions.
• Possess excellent communication and interpersonal skills.
• Good at multi-tasking.
• Organised.
• Detail oriented.
• Punctual.
• Open minded.

Team /Collaboration

• Build positive and professional working relationships.
• Take ownership of the success of the team.
• Help one another.
• Hold each other accountable.
• Work with multiple stakeholders both Internal and External

The daily tasks for a service delivery coordinator typically involve overseeing the delivery of services to clients, ensuring smooth operations, and maintaining client satisfaction.

Daily Tasks

Team Coordination : Attend daily stand-ups or check-ins to discuss assignments and challenges. Provide guidance or troubleshooting support for complex issues.

Monitor Service Performance and Operations : Review daily operational metrics against SLAs. Oversee the day's field service schedules and assignments.

Incident and Problem Management : Address any issues and ensure proper escalation and resolution. Communicate with teams to understand root causes and resolution progress.

Customer and Stakeholder Communication : Serve as the main point of contact responsible for the successful delivery of services that you are managing. Address feedback, concerns, and escalations from customers promptly.

Performance Monitoring : Track daily KPIs, such as response time, resolution time, and SLA compliance. Identify any potential risks or delays in service delivery. Monitor and document recurring issues for long-term resolution plans.

Continuous Improvement Activities : Identify areas for process improvement and suggest optimizations. Evaluate feedback from customers and teams to improve service quality.

Manage Scheduled Activities : Oversee planned activities. Liaise with customer, other departments, or vendors, to ensure smooth operation of activities

Additional Tasks as Required : Attend or lead meetings with clients, vendors, and senior management. Stay updated on the latest IT trends or tools in the field. Ensure adherence to organizational policies and best practices.

Closure and Follow-up : Ensure that all service requests are completed satisfactorily and closed in a timely manner. Follow up with clients to confirm resolution and address any remaining concerns or additional needs.

Take Ownership: Own the success of your work, the engineers you support, and your team’s work every day.

Weekly Tasks

Team Meetings : weekly team meetings with the service delivery team to discuss priorities, review progress on ongoing projects, and address any challenges or bottlenecks.

Progress Tracking : Monitor the progress of ongoing service delivery activities throughout the week. Track task completion, milestones reached, and any delays or obstacles encountered.

Client Communication : Maintain regular communication with clients throughout the week to provide updates on project status, address any issues or concerns, and gather feedback on service delivery performance.

Escalation Management : Address any escalated issues or client complaints promptly and work to resolve them to the client's satisfaction. Escalate unresolved issues to higher management or other relevant stakeholders as needed.

Resource Coordination : Coordinate resources, including personnel, equipment, and materials, to support ongoing service delivery activities. Ensure that resources are allocated efficiently and effectively to meet project requirements.

Quality Assurance : Conduct regular quality checks on deliverables and service outputs to ensure they meet quality standards and client expectations. Address any quality issues identified and take corrective actions as necessary.

Documentation and Reporting : Update project documentation, including task lists, status reports, and client communication logs, on a weekly basis. Prepare and distribute weekly progress reports summarizing project status, accomplishments, and upcoming milestones accordingly.

Performance Review Meetings: Attend weekly performance check-in meetings with team members on ongoing service delivery to discuss individual performance, provide feedback, and identify areas for improvement or development.

SLA Compliance : Monitor service level agreement (SLA) compliance throughout the week. Ensure that service delivery activities are meeting agreed-upon performance targets and take corrective actions to address any SLA breaches.

Client Feedback Collection : Coordinator gathers feedback from the client on service delivery performance through surveys, meetings, or other feedback mechanisms.

Preparation for Next Week : Review upcoming project requirements, client commitments, and resource availability to ensure readiness for the following week. Plan and prioritize tasks to ensure a smooth start to the next week's activities.

Monthly Tasks

Performance Review and Analysis : Help conduct a comprehensive review of service delivery performance over the past month. Analyze key metrics such as service response times, resolution rates, and client satisfaction scores to identify areas of improvement.

Client Satisfaction Surveys : Distribute client satisfaction surveys to gather feedback on service quality, responsiveness, and overall experience. Analyze survey responses to identify trends and areas for improvement in service delivery.

Service Level Agreement (SLA) Review : Help review existing SLAs with clients to ensure that service delivery targets and performance metrics are aligned with client expectations. Identify any SLA breaches or areas needing adjustment and work with stakeholders to address them.

Resource Allocation Review : Help evaluate resource allocation and utilization trends over the past month. Determine if any adjustments are needed to optimize resource allocation and ensure efficient service delivery.

Process Improvement Initiatives : Identify opportunities for process improvement in service delivery operations. Propose and implement changes to streamline workflows, reduce bottlenecks, and enhance service quality and efficiency.

Training and Development Planning : Assess your training needs for service delivery based on your performance reviews and identified skill gaps.

Client Meetings : Attend monthly or quarterly meetings with key clients to review service performance, discuss upcoming projects or initiatives, and gather feedback on service delivery.

Documentation Review : Review and update documentation related to service delivery processes, procedures, and client-specific requirements. Ensure that all documentation is accurate, up-to-date, and easily accessible to team members.

Risk Assessment : Conduct a risk assessment of service delivery operations to identify potential risks and vulnerabilities. Develop strategies and mitigation plans to address identified risks and ensure continuity of service delivery.

Continuous Improvement Projects : Look into continuous improvement projects aimed at enhancing service delivery processes, systems, and tools. Collaborate with cross-functional teams to implement improvements and monitor their impact on service performance.

Long-term Planning : Participate in long-term planning activities to align service delivery strategies with overall business goals and objectives. Identify emerging trends, challenges, and opportunities in the industry and develop strategies to address them proactively.

Key Responsibilities:

Service Delivery Management:

• Own overall service delivery for Contact Center solutions, including IVR applications, agent desktop tools (e.g., Cisco Finesse), routing workflows, and reporting platforms.
• Ensure compliance with SLA/KPI metrics and contractual obligations.
• Manage operational escalations and provide leadership during critical incident response.
• Coordinate with support and engineering teams to ensure issue resolution and service continuity.

Project & Program Management:

• Lead the planning, execution, and delivery of contact center projects including migrations, upgrades, and new feature rollouts.
• Create and manage project plans, timelines, resource allocation, and risk mitigation strategies.
• Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
• Oversee project documentation, status reporting, and stakeholder updates.

IVR and Technical Oversight:

• Guide IVR design and development efforts in collaboration with architects and developers.
• Review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services).
• Ensure that solutions are scalable, efficient, and aligned with industry best practices.

Team Leadership & Collaboration:

• Lead and mentor cross-functional teams including developers, testers, and support engineers.
• Foster a collaborative work environment that encourages innovation and knowledge sharing.
• Drive continuous improvement initiatives to enhance team productivity and service quality.

Customer & Stakeholder Engagement:

• Build strong relationships with internal and external stakeholders.
• Conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities.
• Gather customer feedback and translate it into actionable insights for the team.

Required Skills & Experience:

• Proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.
• Strong understanding of IVR platforms (e.g., Cisco CVP, Genesys, Avaya, AWS Connect Lex).
• Hands-on or prior experience in IVR/Call Flow development (VXML, Java, JavaScript, XML).
• Sound knowledge of Contact Center technologies: Cisco UCCE/UCCX, Finesse, CUCM, SIP, CTI integrations.
• Experience with Agile and Waterfall project management methodologies.
• Proficiency in project tools such as MS Project, JIRA, Confluence, ServiceNow, etc.

Preferred Skills:

• PMP or PRINCE2 certification is a plus.
• ITIL certification or strong understanding of ITIL processes.
• Familiarity with cloud-based contact center platforms (AWS Connect, Twilio, Genesys Cloud).
• Understanding of workforce optimization tools (Verint, Calabrio, etc.)

Soft Skills:

• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical, decision-making, and problem-solving capabilities.
• Ability to handle pressure, manage priorities, and deliver outcomes on time.
• Leadership presence with a customer-first mindset.