Service Delivery Specialist

Position Title: Associate Manager - Global Service DeliveryLocation: Mohali, IndiaShift - Rotational ( as per the client requirement )ResponsibilitiesGovern and maintain the end-to-end assigned account(s) client relationship.Serve as the focal point for client account(s) activity including escalations (operational and commercial).Ensure internal operational teams are delivering against the associated contractual SLAs and meeting client expectations and satisfaction.Maintain responsibility for all assigned client deliverables, timelines and contract item qualifications.Act as the relationship manager interacting with the appropriate levels of client management and internal teams.Oversee assigned global account contracts, SOWs, Cos, CSAs, projects anBilling in coordination with internal finance and PMODocument assigned account procedures, escalations paths and governance. Maintain global account operational and contract tracking.Facilitate client cadence meetings and reviews with internal teams as required. How you will Drive continuous customer service improvement plans and Voice of the Customer Initiatives as required.Perform monthly and quarterly audits of CTQ parameterLeverage internal teams to ensure agreed contractual SLAs/KPIs, reporting and service quality are upheld while ensuring invoicing and contractual changes are managed.Oversee and track assigned global account contracts, SOWs, COs, CSAs, projects and billing in coordination with internal finance and PMO.Delivery performance issues, communicate operational issues and continuous improvement ideas.Participate in account planning and resource forecasting.Support sales opportunities and validate expected delivery capability including providing input/guidance of feasibility of new services/contracts and sign off on commitment to proposed SLA.Communicate on-going concerns with viable solutions & progress reports (metrics reports and cadence to be determined) to reporting supervisor • Oversee assigned global account revenue and ensure healthy P&L.Target assigned account revenue and margin growth.Professional SkillsProven work experience global service deliveryMinimum 5-7 year's of relevant experience is requiredCandidate should be Graduate.Excellent communication skills - written & oralExcellent problem solving and analytical skillsExcellent inter-personal skills PRB