Senior Manager – Service Delivery

Posted 1 month ago


iSolve Technologies is a Business Transformation company. We partner with our customers, understand their business, hypothesize and analyze process gaps, build strategy and bring 100% visibility to every step of the operation with innovative technology.

Customers come to us for our in-depth understanding of businesses and stay with us for our service excellence!

We are looking for a Senior Manager – Service Delivery who will be responsible for managing our Global B2B operations at our Coimbatore Centre. You must/should:

  • Own the customer engagement in full
  • Have a track record of achieving revenue and margin targets
  • Have a passion for client engagement and interaction
  • Have ample experience in creating and managing ITES / BPM processes
  • Possess proven people handling and team management skills
  • Have a deep understanding of Business Transformation and Enterprise Platforms and Technology
  • Have the hunger to drive change, build and foster sub teams, identify and groom leaders
  • Adapt to the needs of the customer. Execution skills have high precedence!

Key Responsibilities:

  • Lead the Operations team to produce high-quality deliverables, while ensuring adherence to quality, timeliness and efficiency objectives
  • Handle fast-paced clients in customer support or sales environments and effectively manage multiple projects
  • Full ownership of process enhancement to exceed quality expectations
  • Ensure proper resource planning, leveling, shift deployments, de-risking of multiple projects and achieve expected deliverables standards
  • Manage performance, set direction, align and motivate team members to achieve set goals and objectives
  • Ensure optimal capacity utilization while focusing on the quality of allocation (right resources for projects)
  • Measures performance, provide feedback and gain Ops Managers accountability for their individual and team performances
  • Manage natural attrition through attrition forecast
  • Ensure service levels and compliances as per SLAs agreement with clients
  • Ensure Business Continuity
  • Drive continuous productivity scaling of individuals and teams
  • Assist the Sales / Commercial teams in all client related issue closures
  • Work closely with Corp Support Teams (HR, Admin, Facilities & IT) to build and secure support and resources for projects

Key Professional Attributes:

  • Prior experience in leading and managing a global, diverse, talented and high-value team
  • Should have managed a minimum of 100 + employees
  • Team handling ability, people inspiration, good management skills, good interpersonal skills
  • Ability to sustain a collaborative culture, good negotiation skills, good influencing skills
  • Sharp decision skills, Patience and tact, strong strategic approach
  • Lean thinking and innovation
  • Good skills in all standard IT software

Qualifications Required:

  • Bachelor’s degree with 4 -5 years’ experience as a people manager from IT/ ITES set-up demonstrating leadership responsibility
  • Should be open to working in night shifts
  • Ability to multi-task and prioritize work independently with minimal supervision
  • Good written and verbal communication, presentation skills and ability to manage expectations of multiple stakeholders both internal and external
  • Affinity for Travel
  • Language proficiency in English & Hindi mandatory


We are proud to foster a culture of diversity – be it gender, age, experience, perspective or background!


Job Features

Job CategoryService Delivery

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