Senior Service Manager is a working manager who is accountable for the overall performance of the team and its team members. SSM role is responsible for developing & improving standards of service delivery through guiding associates and effective methods within his work area.

Roles & Responsibilities

• Responsible for overseeing all aspects of delivery (Operations/ Technology) to ensure customer and client satisfaction. This includes planning and managing the work, empowering the team, monitoring and summarizing progress, managing and serving as an escalation point for risks
• The Senior Service Manager defines in measurable terms, the key indicators of success for their team; drives customer/ client focus grounded in strong relationships, and is responsible for building a sustainable delivery model that enables the team to meet and exceed contractual performance standards, deliver projects with quality, and improve standard operations practices within the team.
• Proactively manage resources to meet business deliverables, adjusts resource alignments based on supply/ demand and supports delivery on financial targets
• The SSM is also responsible for managing and developing the team. This includes building relationships, assessing performance, providing career and development coaching, managing pay, and improving colleague engagement.
• The Senior Service Manager should collaborate with other Performance Team Managers within and across services to ensure seamless client delivery.

• Reviewing key client requirements, translating these in to concrete actionable procedures for self and the group.
• Mapping resources needed and training them on the various tools & processes with key focus on org-directions.
• SM is ultimately responsible for significantly improving the quality of the work produced through cost effective measures and the performance of the associates across roles.

• Bachelor's Degree
• 7+ years of experience (and demonstrated competence, depth, and breadth) of complex system development experience.
• Minimum 2 years of People Management Experience.
• Open to work in flexible shifts as per business needs.