Google

Service Delivery Manager

Posted On

May 6, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

May 22, 2025

Job Description

Drive planning for day-to-day operations in service of business goals including metrics tracking (e.g., Customer Satisfaction Score, Service Level Agreements, Quality, Average Handling Time (AHT), Total Resolution Time (TRT), Cost per Unit, utilization) and business reporting ensuring metrics goals and business objectives are met.
Understand the cost of quality and reduce cost without impacting the operations and business requirements (e.g., Reduce operational leakages, manage utilization, eliminate non-productive activities, cross-site synergies, cross-operations synergies, reduce sub-scale operations by service consolidation, automation, deprecation etc.).
Collaborate with cross-functional stakeholders including executives across global vendor operation teams, Product, Sourcing teams, Go-to-Market (GTM), Human Resource (HR), Legal and Finance. Manage tests and difficult conversations.

Minimum qualifications:

Bachelor's degree in Business, Logistics, Operations, Engineering, a related field, or equivalent practical experience.
5 years of experience in managing warehouse and supply chain operations.
5 years of experience with supervising and managing third-party logistics relationships.

Preferred qualifications:

Experience in working with executives in a changing environment, and with cross functional, cross geographical stakeholders.
Ability to deliver business transformation programs in a changing environment, and work with multiple technology partners.
Ability to deliver priorities of the business.

Bachelor's degree in Business, Logistics, Operations, Engineering, a related field, or equivalent practical experience.
5 years of experience in managing warehouse and supply chain operations.
5 years of experience with supervising and managing third-party logistics relationships.

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

gTech Ads Content Operations and Testing (ACOT) team works with Ads through Expert Raters in Content Operations, Quality Enforcement, Testing and Human Evaluations.Google Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.

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