Service Delivery Manager_India

📋 Description

• • Own end-to-end service delivery for a portfolio of enterprise customers across Sycurio’s SaaS and telephony-enabled platforms, acting as the single operational point of accountability for SLA adherence, incident lifecycle, and continuous improvement.
• • Serve as the day-to-day trusted partner to customer CIOs, contact-centre directors, and compliance teams, translating complex technical events into concise, business-impact narratives and ensuring transparency through structured weekly, monthly, and quarterly service reviews.
• • Orchestrate cross-functional response during P1/P2 incidents, chairing war-room bridges, driving root-cause analysis (RCA) and remediation plans, and publishing RFO documents that satisfy both customer auditors and internal governance boards.
• • Build and maintain living service governance artefacts—service catalogues, RACI matrices, capacity plans, and risk registers—ensuring every dependency between Engineering, Platform, Security, and Operations is visible and managed.
• • Lead customer onboarding from an operational-readiness perspective: validate run-books, rehearse failover scenarios, sign off on monitoring coverage, and confirm that security, compliance, and support processes are production-grade before go-live.
• • Produce executive-level service performance dashboards using tools such as Datadog, Splunk, or Grafana; highlight trends, predict capacity constraints, and recommend optimisation initiatives that reduce cost or improve resilience.
• • Drive the completion of due-diligence questionnaires (DDQs), SOC 2 evidence packs, and PCI-DSS artefacts, partnering with Legal & Compliance to ensure responses are accurate, consistent, and delivered ahead of contractual deadlines.
• • Champion a culture of continuous improvement by facilitating post-incident learning reviews, feeding actionable insights back into Engineering sprints, and tracking the effectiveness of remedial actions through measurable KPIs.
• • Mentor junior delivery analysts and support engineers, sharing best practices in stakeholder communication, risk management, and customer empathy to elevate the overall capability of the Customer Delivery organisation.
• • Contribute to the evolution of Sycurio’s service-management framework (ITIL-based), refining incident, problem, change, and knowledge-management processes to scale with the company’s rapid growth trajectory.
• • Maintain an up-to-date understanding of telephony and contact-centre technologies—including SIP trunking, CTI integrations, carrier-grade voice routing, and WebRTC—ensuring operational playbooks reflect the nuances of voice quality, latency, and carrier failover.
• • Represent the customer’s operational needs during quarterly roadmap sessions, ensuring that reliability, compliance, and supportability requirements are embedded in new feature design from inception.