Service Delivery Manager - India based

As one of the largest SAP Cloud People Solutions consulting firms in the EMEA region, AKT is expanding its team and recruiting for a Service Delivery Operations Specialist, who will work in alliance with the Customer Success Partner cultivating the relationship throughout the customers’ journey with SuccessFactors, and will serve as the first point of contact for all operational activities with clients after initial implementation.

Reporting to the Service Delivery Team Lead, this is a full-time position, is open to candidates working onsite with our offices in Kolkata, India. 

Key Responsibilities:

The Service Delivery Operations Specialist’s responsibilities will encompass, among others, managing resources, coordinating activities, monitoring performance, and maintaining high client satisfaction.

• Resource Management:
  • Work closely with Resource allocation team to ensure appropriate and sufficient resources are allocated as needed
  • Coordinate activities and prioritize conflicting requirements among Customer Success clients
  • Ensure adherence of resources to AKT Customer Success framework, methodologies, and guidelines
  • Verify support routines are maintained and proactively coordinate required activities with internal resources and customers as needed

• Delivery/Support Monitoring:
  • Monitor consultants’ level of support and deliverables against time, cost, and quality
  • Analyze reports and statistics to provide insights into consultants' responsiveness and efficiency in assigned tasks

• Client Management:
  • Manage client expectations regarding activities status, updates, scope changes, timelines, and budgets
  • Advocate for client needs to the technical team and ensure customer satisfaction through proactive communication and follow-up

• Collaboration with Customer Success Partner:
  • Work closely with the Customer Success Partner to manage client relationships effectively and communicate regularly on activity status, challenges, and resolutions
  • Support in operational client management, including budget and documentation management

Job Requirements:

• A bachelor’s degree or higher
• 2+ years of experience as a Service Delivery Operations Specialist in SaaS, cloud solutions, or information systems global companies – an advantage
• Demonstrated experience in coordinating across multiple client accounts, and diverse projects/tasks simultaneously – a must
• Demonstrated experience in sustaining and growing long term relationships
• Strong functional understanding of the HR domain – an advantage
• Demonstrated HCM experience, preferably working knowledge of SuccessFactors – an advantage
• Ability to navigate analytical tools like reports and dashboards, and derive actionable insights
• Professional ability in all MS Office applications – a must
• Language skills: highly proficient in English (written and oral) – a must, with additional languages – an advantage

Personal Skills:

• Dynamic customer-oriented team player with strong commitment and drive to accomplish individual and team tasks and goals
• Excellent client management skills
• Honesty and integrity across communications and tasks
• Self-motivated, flexible and able to meet tight deadlines
• Professional in delivering customer satisfaction in challenging environments
• Take initiative, exercise sound judgment and results-oriented
• Communication skills: ability to communicate clearly, build rapport, listen effectively and apply questioning techniques to understand customer needs and resolve issues in a timely manner while maintaining a consistent demeanor
• Critical thinking: identifying and understanding issues, problems, and opportunities; taking courses of action based on sound analysis and judgment

AKT Offers:

• A wide range of benefits and opportunities for career growth
• Realistic growth opportunities into either technical practices or business consulting environment
• Flexible working hours
• Stimulating and collaborative working environment
• International business environment (offices in the UK, DACH, India, France, North America, Israel, and Czech Republic)
• Internal knowledge transfer, training, and coaching by our dynamic team of consultants and experts