HSO India | Junior Service Delivery Manager | 6+ Years

Hyderabad, IN
ERP & CRM (e.g. D365 F&O, D365CE)
Full-Time

Role introduction

 

Skill required:

Job Title: Junior Service Delivery Manager
Location: Hyderabad (or as applicable)
Department: MS

Role Overview

We are looking for a motivated and customer-focused Junior Service Delivery Manager to support the delivery of high-quality managed services for our clients. The role will work closely with Service Delivery Managers, support teams, project teams, and customers to ensure service commitments are met, issues are proactively managed, and customer satisfaction remains high.

This position is ideal for professionals looking to build a career in service delivery management, customer relationship management, and managed services operations.


Key Responsibilities

Service Delivery Support

  • Assist in managing day-to-day service delivery activities for assigned customer accounts.
  • Monitor service performance against agreed Service Level Agreements (SLAs).
  • Track incidents, service requests, and escalations to ensure timely resolution.
  • Coordinate with support and technical teams to maintain service quality and delivery standards.

Customer Relationship Management

  • Support regular customer service review meetings.
  • Assist in preparing operational reports, dashboards, and service performance summaries.
  • Serve as a secondary point of contact for customer service-related queries.
  • Build strong working relationships with customer stakeholders.

Reporting and Governance

  • Prepare weekly and monthly service reports.
  • Track key service metrics such as:
    • SLA compliance
    • Incident volumes
    • Response and resolution times
    • Customer satisfaction scores
    • Escalation trends
  • Support governance meetings and document actions, decisions, and follow-ups.

Incident and Escalation Management

  • Coordinate resolution of customer issues and escalations.
  • Ensure critical incidents are tracked, communicated, and resolved within agreed timelines.
  • Assist in Root Cause Analysis (RCA) activities and follow-up actions.

Continuous Service Improvement

  • Identify service improvement opportunities.
  • Support service improvement initiatives and operational process optimization.
  • Track action items from service reviews and ensure closure.

Resource and Operational Coordination

  • Coordinate with delivery teams regarding workload, priorities, and customer commitments.
  • Support planning for small enhancements, change requests, and service transitions.
  • Maintain accurate service documentation and knowledge repositories.

 

Apply now!

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LARGE ENOUGH TO SERVE, SMALL ENOUGH TO CARE

Why work at HSO?

At HSO we take pride in being large enough to serve, but small enough to care. We are uniquely positioned to empower you to transform your career without compromising your life and we take pride in investing as much in our people as we do in our clients.

  • 1

    Collaborative

    At HSO we enjoy a culture of collaboration and support and a collaborative hybrid working model where we team flexibly with purpose at the heart of our working arrangements. We use teamwork not just to meet challenges, but to also promote one another’s success.

  • 2

    Ever-Evolving

    We believe strongly in our values of always learning, always evolving and not standing still. HSO is dedicated to the ongoing professional development of people starting with the training and certification of our early career starters through to supporting senior experienced professionals.

  • 3

    Value Driven

    Our values and culture are attractive to people who want to work with value-driven teams around the world. Collaborating with colleagues and clients who are experts in their field provides an exceptional opportunity in your career to be continuously upskilling and expanding your knowledge and talent for accelerated learning and career progression.

  • 4

    Entrepreneurial

    At HSO we transform the way in which people work and how businesses operate to get results for our clients. This takes exceptional cutting-edge technology, knowledge, talent, determination and entrepreneurial spirit. Our culture and values support entrepreneurial mindsets and attitudes where your voice will always be heard.