Global Service Delivery Manager

Job Title: Global Delivery ManagerLocation : ChennaiRole OverviewWe are seeking a Global Delivery Manager with strong experience in IT Services and IT Consulting delivery environments. The ideal candidate will be a go-getter with hands-on leadership experience managing global client engagements—particularly across the US and international markets—and a proven record of driving high CSAT (Customer Satisfaction) scores.This position requires a strategic thinker who can balance client needs, delivery excellence, and operational efficiency while leading global cross-functional teams.Key ResponsibilitiesLead and manage end-to-end global delivery operations across multiple regions (US, Europe, and Asia).Drive consistent achievement of CSAT, SLA, and delivery excellence metrics.Manage client relationships within the IT Services and Consulting domain, ensuring high satisfaction and retention.Lead delivery governance, risk management, and performance reporting.Build, mentor, and inspire global delivery teams to deliver high-quality outcomes.Collaborate with sales, pre-sales, and account management teams for solutioning and new business support.Implement best practices for delivery frameworks, methodologies, and process optimization.Handle client escalations proactively, ensuring timely and effective resolution.Continuously identify areas for innovation, automation, and operational improvements.Required Skills & Qualifications20+ years of proven experience in IT Service Delivery or Program Managementwithin the IT Services / Consulting industry.Hands-on experience managing US and global clients across multiple time zones.Strong expertise in service delivery governance, SLA management, and customer satisfaction improvement.Demonstrated ability to lead large, distributed technical and functional teams.Proven track record in maintaining or improving CSAT and delivery performance metrics.Excellent communication, analytical, and stakeholder management skills.Exposure to Cloud, ERP (IFS, SAP, ServiceNow), or Managed Services preferred.PMP, ITIL, or similar certification is an advantage.Who You AreA go-getter with a proactive and customer-first mindset.A strategic leader who balances operational delivery with client success.A collaborative communicator who can influence across cultures and levels.A data-driven decision-maker who thrives in fast-paced global environments.