Service Delivery Manager (Retail Operations must)

Key Responsibilities Service Operations Management Manage day-to-day service operations for the retail client, ensuring service stability, reliability, and performance. Ensure services are delivered in line with agreed SLAs, KPIs, and contractual commitments. Oversee incident, problem, change, and request management processes in alignment with ITIL best practices. Act as the escalation point for major service issues and coordinate timely resolution across the service operational window. Client andamp; Stakeholder Management Serve as the primary point of contact for client stakeholders on service delivery, service performance, and operational priorities. Build and maintain strong relationships with business, IT, and operational stakeholders. Conduct regular service review meetings to present service metrics, risks, ongoing issues, and improvement plans. Ensure a high level of customer satisfaction through proactive communication and service governance. Service Management andamp; Governance Implement and manage ITIL-based service management processes across the account. Establish governance frameworks to monitor service quality, compliance, and operational effectiveness. Track service performance and drive corrective and preventive actions when service levels are at risk. Chair WSRs, MSRs and QBRs as required with key client stakeholders Operational Excellence Identify and drive opportunities to improve service quality, efficiency, and ..... full job details .....