Assistant Service Delivery Manager

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Date: 19 Dec 2025

Location: Mumbai, IN, 400059

Company: International SOS

 

Assistant Service Delivery Manager

Location: Mumbai
Company: Aspire Lifestyles (part of International SOS)
Reports To: Head of Assistance / Head of Service Delivery
Direct Reports: None

About Aspire Lifestyles

Aspire Lifestyles, a part of International SOS, is a global leader in concierge and lifestyle services. We deliver premium experiences to affluent and high-net-worth customers worldwide.

Role Overview

The Assistant Service Delivery Manager is responsible for managing day-to-day operations, ensuring exceptional service delivery, and meeting KPIs and SLAs. This role requires strong leadership, problem-solving skills, and the ability to thrive in a fast-paced environment while maintaining a “white glove” service standard.

Key Responsibilities

  • Client & Service Management

    • Ensure high-touch service across all channels (phone, chat, email, web).
    • Translate client contractual agreements into SOPs and workflows.
    • Fulfill client-specific SLAs and KPIs efficiently.
    • Support proposals, renewals, and RFPs with operational workflows.
    • Lead and support program implementations locally and globally.

  • Quality Assurance

    • Manage escalations and complaints promptly.
    • Ensure compliance with call and case quality standards.
    • Partner with QA/Training teams for reviews and improvements.
    • Maintain compliance with PCI-DSS, ISO, and internal standards.

  • People Management

    • Support recruitment and resource planning.
    • Coach and motivate team members; monitor performance.
    • Implement reward and recognition programs.
    • Prepare monthly rosters aligned with business needs.

  • Audits & Compliance

    • Prepare for internal and external audits.
    • Ensure adherence to BCP and DR protocols during business threats.

  • Profitability & Continuous Improvement

    • Optimize processes and workflows to maximize profitability.
    • Manage staffing costs and resource utilization effectively.

  • Communication

    • Maintain clear communication within the team and with stakeholders.
    • Present department performance to senior management and clients.

Required Competencies

  • Leadership and team management
  • Strong customer service orientation
  • Excellent communication and problem-solving skills
  • Ability to drive results and manage complex cases
  • Business acumen and cross-functional collaboration

Qualifications & Experience

  • Graduate degree
  • Minimum 4 years in a management role within lifestyle/concierge or related industries
  • Experience managing operational teams (10+ people) in a call center environment
  • Client account management experience
  • Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Visio)
  • Excellent English communication skills (oral and written)

Preferred:

  • 3–5 years in customer service, banking, hospitality, or travel industry

Why Join Us?

  • Work with global luxury brands and high-profile clients
  • Be part of a dynamic, fast-paced environment
  • Opportunity to lead and innovate in premium service delivery