Service Delivery Manager_India at Sycurio – Bengaluru, Karnātaka

Service Delivery Manager_India

Main purpose of the job:The Service Delivery Manager is responsible for delivering a reliable, high-quality operational experience for Sycurio customers by owning day-to-day service delivery, governance, and customer communication across assigned accounts.
They act as the customers trusted operational and delivery partner, ensuring SLA commitments are met, incidents are managed effectively, and service performance is transparent, predictable, and continuously improving across Sycurios SaaS and telephony-enabled platforms.
The Service Delivery Manager works closely with Engineering, Platform, Security, and Customer Success teams to coordinate delivery activities, manage risk, and ensure operational readiness throughout onboarding and production.
This role is a key contributor within the Customer Delivery organization, focused on service stability, compliance, and customer confidence enabling long-term retention and trust through consistent, well-governed delivery.Key Responsibilities:

• Own day-to-day service delivery and operational governance for assigned customers, ensuring SLA and KPI commitments are consistently met.
• Serve as the primary customer contact for service delivery, providing clear status updates, structured reporting, and effective escalation management.
• Coordinate across Engineering, Platform, Operations, and Security teams to resolve issues, manage risk, and drive continuous service improvement.
• Produce, review, and deliver high-quality service artefacts, including operational reports, RCAs/RFOs, and service review materials.
• Support the completion and quality assurance of compliance and due-diligence artefacts (e.g. DDQs), ensuring accuracy, consistency, and timeliness.

Key qualifications, skills, experience:

• Proven experience in a Service Delivery, Service Management, or Technical Account Management role within an enterprise B2B SaaS environment.
• Strong understanding of SaaS service delivery models, including onboarding, BAU operations, incident management, and SLA/KPI governance.
• Working knowledge of telephony and contact-centre technologies (e.g. voice platforms, SIP, CTI, call flows) and their operational dependencies.
• Experience supporting mission-critical, customer-facing platforms, with an appreciation for availability, resilience, and change management.
• Demonstrable experience managing customer-facing incidents, coordinating RCA/RFO production, and communicating clearly with senior stakeholders.
• Ability to manage delivery across virtual, cross-functional teams (Engineering, Platform, Security, Operations).
• Strong stakeholder management and communication skills, with the ability to translate technical detail into clear, business-focused outcomes.
• Track record of outcome-focused decision-making and proactive risk management in live production environments.
• Comfortable working with monitoring, reporting, and operational tooling in complex SaaS estates.
• Organised, detail-oriented, and calm under pressure, particularly during high-impact incidents or escalations.
• Degree in a relevant technical discipline (e.g. Engineering, Computer Science) or equivalent practical experience in enterprise software environments.

Benefits & Culture:We are a market leader in secure voice transactions and trusted by our customers and partners. We are on a journey to secure all personal data. We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment. We are passionate, work hard, have fun and celebrate success.What we'll give you;15 Days Holiday*Competitive SalaryUp to 10% Bonus*4 x Salary Life InsuranceGeneral Health Insurance*Sycurio is well funded and growing fast, youll be joining an organization that combines an entrepreneurial start-up culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.*All final interview candidates will be subject to Background check as a pre-condition of a potential offer of employment. Any information found will be considered when making the final hiring decision. Please be aware that the background check process will not go ahead without your written consent.