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Randstad Logo Randstad · IT - Administration

Senior Service Delivery Manager

India, Mumbai · Job Posted July 07, 2026
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Job Description

Senior Service Delivery Manager position based in Mumbai, Maharashtra. This is a temporary role in the Information Technology category. The role involves managing client relationships, contractor staff, service delivery, grievance redressal, statutory payments, P2P process, and audits for P&G stakeholders.

Job Responsibility

  • Establish and maintain strong relationships with key P&G stakeholders - Purchases, HR, Sponsors
  • Effectively manage any escalations from clients or their sponsors on service delivery
  • Act as the primary liaison between the client and service provider employees
  • Front end any queries or concerns from the Vendor Partner employees associated with P&G
  • Track and maintain attendance records for all Vendor Partner employees
  • Approve, track and maintain records for all leaves of all Vendor Partner employees
  • Provide guidance, support, and training as needed to ensure team effectiveness
  • Lead the entire exercise on collecting service feedback provided by Vendor Partner employees and manage their annual service cost revisions
  • Ensure that services are delivered according to the agreed-upon standards and timelines
  • Monitor and evaluate service quality, making improvements as necessary
  • Address any service-related issues promptly and efficiently
  • Track service KPIs & address any penalties arising out of an misses in these KPIs
  • Be the first point of contract for all Vendor Partner associates for any grievances they have & strive to resolve them
  • Handle all queries, concerns on statutory payments for Vendor Partner associates and solve them
  • Work with relevant stakeholders in P&G to ensure all POs & Invoices are raised and processed as per the norms mentioned in the contract & meet expectations
  • Act as the primary contact for P&G regarding all new sourcing requirements
  • Share quotations and facilitate discussions and negotiations related to sourcing initiatives
  • Maintain and provide data to P&G for performing sample checks related to attendance, headcount, statutory payments, etc. as required

Requirements

  • 5 years of experience
  • Client relationship management
  • Contractor staff management
  • Service delivery management
  • Grievance redressal and statutory payments knowledge
  • P2P and invoice process knowledge
  • Support audits capability
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