What are the Key Deliverables in this role ?

Financial Outcomes

• Operational Efficiency Gains Ensure high performance, uptime, and stability across Integrated OPS platforms—including order management, demand planning, procurement, and digital enablement—to minimize downtime, reduce operational overhead, and improve overall productivity.
• Business Acceleration & Revenue Enablement Deliver seamless service support and timely issue resolution across Integrated OPS applications to accelerate cross-functional business processes, enhance user satisfaction, and drive faster execution across the value chain.
• Cost Optimization Champion automation, process improvement, and integration initiatives across the Integrated OPS ecosystem to eliminate inefficiencies, reduce manual interventions, and optimize IT and operational expenditures.

Customer Service

• Consistent and Reliable User Experience: The Service Delivery Manager ensures stable and high-performing Sales & Operations applications, delivering smooth and dependable digital experiences for internal stakeholders and external partners.
• Proactive Service Recovery: By taking ownership of issue resolution, the role minimizes service disruptions through swift, sustainable fixes—enhancing user satisfaction and building trust.
• Service Excellence Through Innovation: Leveraging automation, integration, and data insights, the Service Delivery Manager drives continuous service improvement, enabling faster response times, reduced escalations, and a more agile support environment.

• Innovation and Learning Driving Innovation Through Stability: By ensuring seamless and stable performance of Sales & Operations applications, the Service Delivery Manager creates a foundation for innovative digital experiences that enhance business agility. Empowering Teams Through Learning: The role promotes a culture of proactive issue resolution and continuous learning, mentoring teams to take ownership and evolve their problem-solving capabilities. Enabling Scalable Solutions: Through automation, integration, and data-driven strategies, the Service Delivery Manager fosters innovation in service delivery, enabling scalable improvements and future-ready operations. What are the Critical success factors for the Role ? B.E/B.Tech in Computer Science or IT + MBA from a reputed B-school is preferred. 5–7 years of experience in IT service delivery or digital operations, preferably within FMCG or manufacturing sectors. Strong understanding of Integrated OPS applications, with hands-on experience in platforms such as Logistics, Demand Planning, Procurement, Supply Chain, or similar systems. Demonstrated skills in vendor management, delivery excellence, service reporting, operational planning, and proactive issue resolution. Proven ability to translate business requirements into effective delivery execution, complemented by clear and concise stakeholder communication. Exhibits an ownership mindset with a strong bias for action and a team-first attitude. What are the Desirable success factors for the Role ? Is a disruptor at heart, who looks at the status quo and says, "We can do better." Boasts a bias for action that's so pronounced, it's almost palpable, with a sense of urgency that's as infectious as it is inspiring. Has the charisma to rally troops and the tact to navigate the corridors of corporate power. Is a data whisperer, capable of coaxing insights from the noise to inform decisions and drive growth. Exudes a passion for problem-solving that's matched only by a We're offering a chance to be part of something that's bigger than any one individual. It's a call to arms for those who want to leave an indelible mark on the world of FMCG