Service Delivery Manager

Location: Pune (Magarpatta), India



Service Delivery Manager for the web based products.  Candidate should be highly experienced in providing excellent customer service and problem escalation/resolution.


  • Daily operational management of the Level 1/Level 2 product support team(s)

  • Monitor and ensure contractually agreed service levels are being met

  • Assist Level 1/Level 2 support analysts with training/knowledge transfer

  • Interact with the Level 3 and development teams to assist in the resolution of issues

  • Manage the escalation process

  • Ensure daily/weekly/monthly reporting is timely and accurate

  • Assist with the Continuous Improvement process to ensure the toolset is appropriate and processes are optimized

  • Own the Problem management process

  • Daily Line management for 10+ Level 1/Level 2 analysts

  • Deliver excellent customer experiences for all issues handled through Service Delivery.

  • Develop and retain staff who have the technical skillset and personal ability to resolve issues promptly and professionally.

  • Drive performance, efficiency, and quality of work by providing guidance, instruction, direction, and leadership.

  • Maintain and enhance meaningful metrics for individual and team performance.

  • Develop training, process, and technology changes to improve customer experience and team member experience.

  • Identify when issues need to be delegated to others in the company to speed up resolution.

  • Look for trends of issues that could be addressed proactively in the future.

  • Train new team members.

  • Perform regular assessment, feedback, and career development planning with each team member.

  • Solicit feedback from team members on opportunities to improve the team and experience for the customer.

  • Exemplify the company’s core values.

  • Build a cohesive team environment that is positive and upbeat. Look for ways to affirm and encourage excellent work in team members.

  • Act as the first point of contact for internal or external customer issues or complaints.

  • Establish work schedules for all team members.

  • Other duties as assigned.


  • Good understanding of ASP.NET, SQL Server, IIS

  • Strong technical and analytical skills

  • Ability to understand application functionalities, customizations

  • Solid experience in problem analysis and resolution of software problems

  • Proven ability to function in a self-directed environment

  • Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.

  • Innovative thinker who is positive, proactive, and readily embraces change

  • Ability to handle clients professionally during all interfaces

  • Strong written and verbal communication skills


  • 10+ years of experience in a technical support/help desk environment

  • 5+ years of experience leading technical support teams

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