Position: Manager/Sr. Manager - Service Delivery
Experience: 10yrs + (US & UK client operations experience required)
Department:
Technology & Service Delivery
Qualification:
Graduate/Post-graduate
Level:
Full Time
Location:
Bangalore, Hyderabad
Shifts
(if any): 11:00AM onwards (candidate should be flexible to work as per business
requirement)
About Aeries:
Aeries
Technology is a Nasdaq listed global professional services and consulting
partner, headquartered in Mumbai, India, with centres in the USA, Mexico,
Singapore, and UAE. We provide mid-market companies with the right mix of deep
vertical specialty, functional expertise, and the right systems & solutions
to scale, optimize and transform their business operations with unique customized
engagement models. Aeries is Great Place to Work certified by GPTW Institute
India, reflecting our commitment to fostering a positive and inclusive
workplace culture for our employees.
Read
about us at https://aeriestechnology.com/careers/
About the role: The Client
Engagement & Delivery Manager will own end-to-end engagement for
new/existing client projects and manage complete service delivery with defined
SLAs to ensure client satisfaction. This role is pivotal in driving operational
excellence, governance, and stakeholder alignment across all phases of client
engagement.
Key
Responsibilities:
Client
Engagement & Relationship Management
- Act as the
primary point of contact for clients throughout the engagement life cycle.
- Build and
maintain strong relationships with client stakeholders.
- Conduct
regular status updates, governance meetings, and executive reporting.
End-to-End
Delivery Management
- Plan,
execute, and govern service delivery for new and existing clients.
- Ensure
compliance with contractual obligations and SLAs.
- Drive
operational readiness and seamless handover when needed across
cross-functional teams.
Performance
& Governance
- Track KPIs
and delivery milestones; report progress to leadership and clients.
- Ensure
adherence to quality standards and continuous improvement practices.
- Conduct
post-delivery reviews and lessons learned sessions.
Risk
Management
- Identify
and mitigate risks proactively; implement contingency plans as needed.
Team
Leadership
- Coordinate
with delivery teams, PMO, and support functions to ensure smooth
execution.
Key Performance
Indicators (KPIs):
- SLA
Adherence
- Client
Satisfaction Score (CSAT)
- Delivery
Timeliness
- Risk
Mitigation 100% of critical risks addressed before impact
Required Skills
& Qualifications:
- Proven
experience in client engagement, service delivery, or program management
roles.
- Strong
understanding of service delivery models, outsourcing, or shared services.
- Excellent
communication, stakeholder management, and negotiation skills.
- Ability to
manage multiple projects under tight deadlines.
- Proficiency
in project management tools and methodologies (Agile, PMP preferred).
- Minimum 10
to 15 years’ experience with 5 to 7 years in leadership roles managing
client engagement & business operations delivery
· Mandatory hands-on experience in setting up and scaling business
operations for US-based clients in India
- Proven
track record of operational excellence
Critical
Competencies
- Strategic
Thinking + Operational Execution: Ability to design governance models and
roll up sleeves for delivery.
- Client-Centric
Mindset: Direct experience managing US & UK stakeholders, steering
committees, and executive reporting.
- Change
Leadership: Driving transformation, automation, and innovation
- Experience
working with global clients and multicultural teams.
Preferred:
- Certifications
in PMP, ITIL, or Transition Management.
- Experience
being on deputation working in different countries for delivery of
projects in 2 to 3 years or more.
The Job responsibilities of the candidate shall include but not
limited to the Job Description & to perform any other tasks/functions as
required by the Company.
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