Service Delivery Manager
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Office
Location: Mumbai • 🇮🇳 India
Visit company websiteJob Level
SeniorLead
About the role
- SLA Management – Define, monitor, and ensure compliance with service level agreements; conduct reviews and corrective actions.
- Demand Management (SAP Retail) – Manage demand planning and forecasting using SAP Retail modules; align with procurement and production.
- People Leadership – Lead cross-functional teams, manage performance, and drive team development through coaching and training.
- Client Relationship & Communication – Act as primary escalation point, maintain strong client relationships, and ensure transparent communication.
- Operational Excellence – Track KPIs, budgets, and resources; perform root cause analysis and implement continuous improvement initiatives.
Requirements
- Total Experience: 12-14 Years
- SAP Retail Expertise – Strong knowledge of SAP Retail modules for demand planning and forecasting.
- Service Delivery Management – Proven experience in SLA management, KPI tracking, and operational governance.
- Leadership & Team Management – Ability to lead, mentor, and manage cross-functional teams effectively.
- Client Engagement & Communication – Excellent stakeholder management and communication skills for handling escalations and building trust.
- Analytical & Problem-Solving – Strong skills in root cause analysis, process improvement, and driving operational efficiency.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SLA managementdemand planningforecastingSAP RetailKPI trackingroot cause analysisprocess improvementoperational governance
Soft skills
people leadershipteam managementclient relationship managementcommunicationanalytical skillsproblem-solvingcoachingtraining