About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job Title: Director – Service Delivery Management. Mode of work: WFO Key Responsibilities Client & Stakeholder Management - Act as the primary point of contact for a large global client on all aspects of technology and service delivery. - Build and maintain strategic client relationships, ensuring continuous engagement and satisfaction. - Manage client expectations through clear communication, regular reviews, and proactive issue resolution. Service Delivery Leadership - Lead a large, cross-functional team to deliver consistent, high-performance IT services across multiple business units. - Oversee incident, change, and problem management, ensuring adherence to ITIL/ISO20000 standards. - Ensure SLA compliance and service quality across all client-facing operations. Operational Excellence - Drive timely and accurate reporting on SLA metrics, service availability, and uptime. - Sponsor and lead daily/weekly/monthly service review meetings with internal teams and clients. - Identify opportunities for continuous improvement and build service improvement plans. Strategic & Tactical Oversight - Develop and implement capacity plans, risk mitigation strategies, and IT continuity plans. - Manage customer voice of the client (VOC) programs for feedback and continuous enhancement. - Collaborate with internal leadership on account growth and operational transformation. Team & Vendor Management - Mentor and lead a large team of managers and support professionals across multiple locations. - Manage relationships with external vendors and third-party service providers to ensure alignment with delivery goals. - Foster a culture of accountability, high performance, and innovation. Key Performance Indicators (KPIs) - High client satisfaction and retention - SLA and uptime performance - Quality and timeliness of reporting - Team engagement and performance - Service improvement execution - Change control and risk mitigation effectiveness Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @ email addresses.
Job Title
Director – Service Delivery Management.