Service Delivery Manager

Responsibilities:

• Own implementation of software/product at multiple locations (malls, food courts, airports, etc.) to capture automated daily sales data from outlets
• Maintain end-to-end accountability for customer satisfaction and delivery excellence
• Periodically reconcile data and coordinate with brands for data analysis
• Follow up with brands for new integrations and drive governance meetings and reporting on project status
• Enforce standard methodologies, processes, and tools
• Lead and motivate teams, holding them to high standards, discipline, and accountability
• Support and train junior employees to ensure job readiness
• Identify and monitor project risks proactively
• Assess customer feedback and improve procedures accordingly
• Provide timely support and troubleshooting to malls, retailers, and project teams
• Build and sustain productive relationships with clients and stakeholders
• Address escalations with mall management
• Ensure delivery consistency as per SLA
• Review reports prepared by team before sharing with clients
• Identify unique or recurring project issues and provide inputs for resolution
• Maintain and update knowledge base of tickets and issues
• Develop, support, and implement moderate complexity projects
• Drive achievement of targets related to new ADSR integrations
• Conduct weekly project huddle calls and regular one-on-one briefings with direct reports

Required Skills:

• Significant experience in customer service and business management roles
• Experience in professional services industry preferred
• Managing external vendors and commercial negotiations
• Excellent relationship-building and interpersonal skills, including cross-cultural competence
• Strong leadership qualities and passion for building high-performing teams
• Excellent oral and written communication skills
• Strong organizational and presentation skills
• Team management experience