AlasilaCX, a leading customer experience services provider, is seeking a highly motivated and detail-oriented Service Delivery Manager to oversee the delivery and performance of client-facing and internal technology services. The Service Delivery Manager will play a critical role in managing service quality, coordinating cross-functional teams, ensuring SLA compliance, and driving continuous improvement in service delivery.

Key Responsibilities:

Service Operations & Performance Management:

• Ensure high-quality delivery of IT services, infrastructure, and application support.

• Monitor daily operations and service levels to ensure SLA adherence and customer satisfaction.

Client & Stakeholder Management:

• Serve as the primary point of contact for service delivery-related matters.

• Maintain strong client and IT vendor relationships through regular performance reviews and reporting.

• Gather feedback and proactively address service issues or concerns.

• Align delivery models with client expectations and evolving business needs.

Team Leadership & Collaboration:

• Lead and coordinate internal and external delivery teams.

• Work closely with the IT infrastructure, applications, help desk, and CX technology teams.

• Support onboarding and training for new team members and clients.

• Foster a culture of accountability, communication, and service excellence.

Project Leadership & Proposal Management:

• Lead new technology projects from the IT perspective, ensuring timely and cost-effective delivery.

• Collaborate with cross-functional teams to gather requirements, assess technical feasibility, and define project scope.

• Prepare and present technical and financial proposals in response to client RFPs.

• Support pre-sales and solution design activities by aligning proposed services with business objectives.

Service Improvement & Strategic Planning:

• Identify areas for process improvement, automation, and service innovation.

• Participate in the design and implementation of new service models.

• Ensure compliance with ITIL best practices and regulatory standards.

• Develop and maintain service delivery documentation and SOPs.

Reporting & Governance:

• Produce weekly, monthly, and quarterly performance reports for senior leadership.

• Track KPI metrics such as MTTR, SLA compliance, and customer satisfaction.

• Contribute to the strategic IT roadmap by providing delivery service insights.

• Support audit, compliance, and risk management initiatives.

Skills

Qualifications & Skills:

• Bachelor’s degree in information technology, Computer Science, Business Administration, or related field.

• 5+ years of experience in service delivery, operations, or IT service management.

• Strong understanding of ITIL framework and service management principles.

• Experience working in customer experience, contact centre, or BPO environments is a plus.

• Proven ability to manage multiple stakeholders and cross-functional teams.

• Excellent communication, problem-solving, and leadership skills.

• Proficiency in ITSM platforms such as Freshdesk, ServiceNow, or Jira.