Service Delivery Specialist
AVASO Technology Solutions · Mohali district, India
Apply & track with Apply EdgeOperating with a high degree of autonomy, the Specialist Service Delivery manages complex service environments and converts operational insights into clear, actionable recommendations for senior leadership. The position is accountable for maintaining service delivery and support processes that consistently deliver exceptional client service in a cost-efficient manner.Key ResponsibilitiesClient & Stakeholder ManagementThe Specialist Service Delivery acts as the primary liaison for clients and internal stakeholders, ensuring service expectations are clearly defined, communicated, and consistently met. Building and sustaining long-term client relationships through proactive engagement is central to this function. This includes explicitly connecting service performance to client business priorities and outcomes.Service Delivery & Operational OversightThis area involves leading end-to-end service execution in alignment with contractual SLAs and KPIs and business impact metrics such as customer retention, revenue assurance, and operational continuity.Dispatch Services ManagementThe Specialist Service Delivery oversees dispatch operations across APAC, EMEA, and AMER regions. Responsibilities include timely assignment of field engineers and service personnel, optimizing dispatch workflows to improve response times, reduce costs, and enhance service coverage. Workflows should be optimized not only for efficiency but also for minimizing business disruption and ensuring continuity.Performance & Quality AssuranceThe Specialist Service Delivery monitors service metrics, manages escalations and critical incidents, and drives continuous improvement through structured resolution plans and root cause analyses, and incorporates proactive risk management and business continuity planning to safeguard client operations. This area ensures consistent service quality and client satisfaction.Staff Augmentation Lifecycle ManagementThis includes talent acquisition, onboarding, contracting, compliance, performance oversight, and offboarding. The Specialist Service Delivery ensures rapid deployment, legal compliance, and retention of top talent through structured processes and proactive risk mitigation, while aligning workforce strategies with client business priorities and transformation initiatives.Financial ManagementThe Specialist Service Delivery is responsible for budgeting, cost control, and margin optimization. Collaboration with finance teams ensures accurate invoicing and financial compliance across engagements, with explicit focus on demonstrating ROI and linking cost optimization to business value.Reporting & Executive CommunicationPreparing and presenting service performance reports to senior leadership and clients is a key responsibility. The Specialist Service Delivery ensures transparency in metrics and provides actionable insights for strategic decision-making, translating operational performance and emerging business opportunities into clear recommendations for senior leadership.Workforce Planning & Vendor GovernanceThe Specialist Service Delivery forecasts resource needs across geographies and time zones, defines sourcing strategies, and manages vendor performance through SLAs and dashboards. Strategic staffing decisions are made to optimize capacity, utilization, and cost, with emphasis on strategic staffing decisions that support business continuity and growthRequired SkillsExpertise in Service Delivery management frameworks (e.g., ITIL).Strong Analytic, leadership, Presentation, conflict resolution, and decision-making abilities.Exceptional communication and interpersonal skills.Tools / Systems / Technical KnowledgeProficiency in team management tools (e.g., ServiceNow, Jira, Microsoft Project). Decision-Making AuthorityAuthorized to make operational decisions to meet SLA and service CommitmentsDecides on incident prioritization, escalation, and resource allocationApproves temporary workarounds to ensure service continuityTakes risk-based decisions within contractual and policy boundariesCoordinates with stakeholders and seeks approvals only for exceptionsAccountable for service outcomes and customer impactProblem-Solving ComplexityHandles multi-stakeholder, cross-functional issues with competing prioritiesMakes time-critical decisions under SLA, contractual, and financial constraintsFocuses on root-cause analysis, not just symptom resolutionOperates effectively with ambiguity and incomplete informationBalances service quality, cost, and risk in every decisionManages escalations while maintaining customer confidenceDrives preventive and continuous improvement actionsStakeholder Management / InfluenceMajor stakeholders for the role and if involves interactions with themClient facing role or non-client facing roleLevel of influence (peers, cross-functional, leadership)Education & Certification RequirementsBachelor’s degree or equivalent academic credentials.Demonstrated success in client engagement, strategic leadership, and complex problem-solving across diverse environments.Strong command of project management, financial oversight, and budget planning.Robust technical foundation in IT infrastructure and emerging technologies.Exceptional communication skills in English (CEFR Level C2), both written and verbal.Proficient in Microsoft Outlook and Office suite.Demonstrate flexibility to operate across global time zones and travel with minimal notice, as required by business needs.Proven ability to translate operational performance into business impact metrics and lead transformation initiatives that improve client outcomes Experience Requirements3-6 years of progressive experience in IT Service Delivery Management, with deep expertise in ITIL methodologies and service management frameworks Type of experience (domain, systems, tools, industry exposure)Strong command of project management, financial oversight, and budget planning.Robust technical foundation in IT infrastructure and emerging technologies