BPO Enterprise Service Delivery Manager (Hybrid Setup)

The Enterprise Service Delivery Manager (ESDM) is a leadership role responsible for overseeing service delivery teams and ensuring consistent, high-quality IT Managed Services for enterprise customers. Acting as the primary point of contact for service-related matters, the ESDM owns the end-to-end customer service experience for a portfolio of strategic accounts, including major national partners.

This role is accountable for delivering successful customer outcomes by proactively managing service performance, addressing and resolving issues, escalating risks when necessary, and providing clear, timely communication to both internal and external stakeholders. The ESDM balances technical understanding, operational excellence, and relationship management to maintain exceptional customer satisfaction.

The ideal candidate is a technically savvy relationship manager with a strong background in IT Managed Services operations and internal IT leade...