Service Delivery Manager

Job Summary

If you are targeting BPO leadership jobs in Kolkata where operational governance, cross-functional control, and performance accountability sit at the core of the role, this opportunity is designed for seasoned leaders. Fusion CX is hiring a Service Delivery Manager to oversee international service delivery operations, with responsibility for governance, KPIs, vendor coordination, and financial discipline. This role suits senior professionals who understand how to translate metrics into execution, align multiple support functions, and drive stability and scale across complex contact center environments.

As a Service Delivery Manager, you will be responsible for end-to-end operational governance across international service delivery programs. The role requires strong command over critical and non-critical KPIs, cross-functional coordination, vendor management, and financial oversight to ensure consistent service levels, compliance, and cost efficiency.

Key Responsibilities

• Develop and implement operational governance frameworks to ensure adherence to SLAs, KPIs, and service standards
• Oversee day-to-day operational performance across efficiency, productivity, and service level metrics
• Monitor, analyze, and interpret critical and non-critical KPIs to identify trends, risks, and improvement opportunities
• Collaborate closely with internal support functions including IT, WFM, Quality, Training, and HR to ensure seamless service delivery
• Manage coordination and performance of key support vendors and internal stakeholders
• Provide structured reporting and performance analysis to senior leadership on operational health and risks
• Lead cross-functional initiatives to improve operational efficiency, customer experience, and cost optimization
• Ensure compliance with regulatory requirements, internal policies, and industry best practices
• Apply financial discipline by managing budgets, forecasts, and cost-effectiveness metrics
• Drive a culture of accountability, performance ownership, and continuous improvement

Job Requirements

Education

• Bachelor s degree from a recognized institution

Experience Skills

• 10+ years of experience in international contact center operations
• Minimum 3 years in a Service Delivery or Operations Management leadership role
• Strong expertise in operational governance and KPI management
• Sound understanding of Workforce Management, Quality, Training, and HR functions within contact centers
• Advanced proficiency in Microsoft Excel and PowerPoint
• Strong analytical and problem-solving capability with a data-driven decision approach
• Solid understanding of financial concepts including budgeting, forecasting, and cost control
• Proven leadership ability to manage cross-functional teams and complex stakeholder environments
• Ability to coordinate across all departments and manage enterprise-level service delivery

Work Mode

• Work From Office (WFO)
• Location: Kolkata

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