Service Delivery Manager - Customer Service Transformation/Technical Project Management

Description:

• Job Title:
• Service Delivery Manager Customer Service Transformation (Technical Project Management)
• Experience: 12 to 20 Years
• Location: Bengaluru
• Industry: BPM / BPO
• Function: Customer Success, Service & Operations
• Role Category: Service Delivery
• Employment Type: Full-Time | Permanent
• Openings: 5
• Notice Period: Immediate to 30 Days

Job Highlights:

• 12+ years of experience in Technical Project Management & Transformation
• Lead large-scale RPA, AI, and software development initiatives
• Senior role driving customer service transformation

Role Overview:

We are seeking an experienced Service Delivery Manager to lead customer service transformation programs through technology-driven initiatives. The role involves managing end-to-end technical projects while ensuring seamless service delivery, stakeholder alignment, and operational excellence.

Key Responsibilities:

Transformation & Technical Project Leadership:

• Lead end-to-end delivery of customer service transformation projects
• Manage implementation of RPA, AI, and software development programs
• Define project scope, timelines, budgets, and success metrics
• Drive automation-led improvements in customer service operations

Service Delivery & Customer Management:

• Oversee service delivery performance across customer service programs
• Act as the primary escalation point for clients and internal stakeholders
• Ensure SLAs, KPIs, and customer satisfaction targets are met

Stakeholder & Team Management:

• Manage cross-functional teams including technology, operations, and vendors
• Provide leadership, mentoring, and performance management
• Communicate project progress and risks to senior leadership

Governance & Risk Management:

• Establish project governance frameworks and reporting mechanisms
• Identify risks, dependencies, and mitigation plans
• Ensure compliance with organizational and client standards

Candidate Profile:

• 12+ years of experience in Technical Project Management / Service Delivery
• Proven track record in customer service transformation initiatives

Strong hands-on experience in:

• RPA implementation
• AI-led automation
• Software development projects
• Experience managing large, complex programs in BPM / BPO environments
• Excellent client-facing, communication, and leadership skills