HSO India | Junior Service Delivery Manager | 6+ Years

 

Skill required:

Job Title: Junior Service Delivery Manager
Location: Hyderabad (or as applicable)
Department: MS

Role Overview

We are looking for a motivated and customer-focused Junior Service Delivery Manager to support the delivery of high-quality managed services for our clients. The role will work closely with Service Delivery Managers, support teams, project teams, and customers to ensure service commitments are met, issues are proactively managed, and customer satisfaction remains high.

This position is ideal for professionals looking to build a career in service delivery management, customer relationship management, and managed services operations.

Key Responsibilities

Service Delivery Support

• Assist in managing day-to-day service delivery activities for assigned customer accounts.
• Monitor service performance against agreed Service Level Agreements (SLAs).
• Track incidents, service requests, and escalations to ensure timely resolution.
• Coordinate with support and technical teams to maintain service quality and delivery standards.

Customer Relationship Management

• Support regular customer service review meetings.
• Assist in preparing operational reports, dashboards, and service performance summaries.
• Serve as a secondary point of contact for customer service-related queries.
• Build strong working relationships with customer stakeholders.

Reporting and Governance

• Prepare weekly and monthly service reports.
• Track key service metrics such as:
• SLA compliance
• Incident volumes
• Response and resolution times
• Customer satisfaction scores
• Escalation trends
• Support governance meetings and document actions, decisions, and follow-ups.

Incident and Escalation Management

• Coordinate resolution of customer issues and escalations.
• Ensure critical incidents are tracked, communicated, and resolved within agreed timelines.
• Assist in Root Cause Analysis (RCA) activities and follow-up actions.

Continuous Service Improvement

• Identify service improvement opportunities.
• Support service improvement initiatives and operational process optimization.
• Track action items from service reviews and ensure closure.

Resource and Operational Coordination

• Coordinate with delivery teams regarding workload, priorities, and customer commitments.
• Support planning for small enhancements, change requests, and service transitions.
• Maintain accurate service documentation and knowledge repositories.