Service Delivery Manager (DFS)

Job Summary

The Business Relationship Manager is accountable for strengthening client relationships, driving customer experience, enabling downstream growth, and proactively identifying insights and business opportunities across the customer portfolio.

Key Responsibilities

Accountabilities Overview 1. Customer Experience (CSAT / NPS) • Build trusted relationships with client Directors, DPOs, and hiring managers. • Improve CSAT/NPS by eliminating unmanaged escalations and ensuring seamless communication. • Proactive Customer Engagement 2. Growth Enablement • Lead insight to action in adjacent areas of existing deliveries, • Maintain visibility into adjacent initiatives, programs, and evolving customer priorities. • Communicate customer challenges & needs • Work closely with VSMs, CSMs (DFS colleagues) to identify DBS opportunities • Shape hypotheses, business cases, and value propositions with Solution/CoE teams. • Participate in solution walkthroughs, customer discussions, and commercial cycles. • Ensure delivery feasibility and alignment during pursuits. • Partner closely with Sales to identify, nurture, and help close downstream opportunities emerging from delivery. 3. Delivery Governance • Conduct regular health checks, QBRs/MBRs, and roadmap discussions. • Surface risks and issues early—before escalation—and ensure timely, transparent closure. • Bring in delivery and sales leadership where appropriate to ensure alignment and transparency. 3. Delivery Governance • Conduct regular health checks, QBRs/MBRs, and roadmap discussions. • Surface risks and issues early—before escalation—and ensure timely, transparent closure. • Bring in delivery and sales leadership where appropriate to ensure alignment and transparency. 4. Act as the Voice of the Customer • Bring structured, real time customer insights into the delivery organization. • Translate feedback, KPIs, and sentiment into actionable improvement plans. Connect delivery outcomes to client business KPIs and strategic objectives

Skill Requirements

As above

Must Have Skill

Service Delivery Management

Good to Have Skill

Other Requirements

As above