Service Delivery Manager, gTech Ads Customer Experience

info_outlineXNote: By applying to this position you will have an opportunity to share your preferred working location from the following: Hyderabad, Telangana, India; Gurugram, Haryana, India.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.

• 7 years of experience analyzing data and generating business insights.

• 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.

• 7 years of experience in a customer or client-facing role.

Preferred qualifications:

• Demonstrated expertise in spreadsheet-based financial modeling, resource planning, and building multi-variable operational scenarios.

• Experience collaborating with and presenting to technical stakeholders (Product Managers, Engineers, and Executive leaders), including the ability to influence roadmap decisions and hold technical teams accountable to business outcomes.

• Familiarity with managing large-scale global vendor operations, outsourced partner networks, or shared services environments.

• Proven ability to analyze complex operational metrics (e.g., Customer Handling Time, deflection, reopen rates, accuracy) to extract actionable insights.