Job Description

We are looking for an experienced Service Delivery Manager to lead the delivery and ongoing management of Contact Center solutions, including implementation projects, managed services, and 24x7 support operations.

This role is critical in ensuring the successful delivery of UC, CC, CCaaS platforms, adherence to SLAs, smooth day-to-day operations, and strong customer satisfaction across enterprise and government customers.

You will act as the single point of accountability between customers, internal delivery teams, and technology partners.

Job Responsibilites:

• Manage end-to-end delivery of unified communication, contact center and AI solution support operation and managed services
• Ensure SLA, KPI, and contractual commitments are consistently met
• Act as the main escalation point for service issues and major incidents
• Coordinate internal teams, vendors, and carriers to resolve issues and deliver changes
• Oversee day-to-day support operations (L1–L3)
• Lead service review meetings and provide regular status updates to customers
• Proactively identify and address policy, process, and operational gaps to improve service quality and operational efficiency 

Job Requirements

Experience:

• Minimum 8-10 years of experience in Service Delivery / Operations / Project Management
• Proven experience delivering and supporting Contact Center solutions
• Experience managing managed services and 24x7 support operations
• Exposure to enterprise or government-sector customers is highly preferred
   

Skills & Competencies:

• Strong understanding of contact center KPIs (SLA, ASA, AHT, FCR, etc.)
• Solid experience managing incident, problem, and change processes
• Excellent stakeholder communication and escalation management skills
• Ability to operate calmly under pressure and during major incidents
• Strong coordination, planning, and problem-solving skills
   

Technical / Domain Knowledge (Highly Preferred):

• Hands-on exposure to on-premise Communication or CCaaS platforms (Genesys, Talkdesk, Avaya, Verint)
• Knowledge of Omnichannel contact centers (Voice, Chat, Email, Messaging)
• Understanding of SIP, SBC, carriers, IVR, WFM, QA, and analytics
• Familiarity with ITIL-based service delivery models
   

Certifications (Nice to have)

• ITIL Foundation or higher
• PMP / PRINCE2 / Agile certification
• CCaaS or cloud platform certifications

Skills