Leads a team of Service Delivery Specialists responsible for executing standardized B2B service deliveries
Ensures consistent delivery performance by balancing customer experience, throughput demands, and compliance requirements
Proactively monitors execution health and intervenes to prevent delivery drift or compliance risks
Coordinates cross-functionally to resolve delivery blockers and maintain smooth transitions to lifecycle support teams
Implements operational rigor and continuous improvement initiatives to enhance service delivery processes and team performance
Supports compliance with defined operational frameworks and company policies
Develops and mentors team members through strong leadership

Bachelor's Degree in Business Administration, Information Technology, or Related Field (Required)
Master's/Advanced Degree in Business Administration, Information Technology, or Related Field (Preferred)
4-7 years managing service delivery teams in a B2B environment (Required)
2-4 years leading cross-functional coordination (Required)
4-7 years implementing process improvements (Required)
Knowledge of standardized B2B service delivery models and methodologies (Required)
Ability to build, inspire, and manage high-performing teams (Required)
Skill in coordinating with internal and external stakeholders (Required)
Experience in monitoring execution health (Required)
Ability to proactively identify, analyze, and intervene in delivery drift (Required)
Knowledge of Lean and other continuous improvement techniques (Required)
Skill in defining and using metrics and scorecards (Required)
Ability to maintain a customer-focused approach (Required)
Ability to negotiate and resolve conflicts (Required)
Knowledge of regulatory and operational compliance requirements (Required)

Service Delivery Manager

Key skills