Service Delivery Manager

Google

5 - 7 years

Gurugram

Posted: 09/06/2025

Job Description

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

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.

About the job

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.

Responsibilities

Drive planning for day-to-day operations in support 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 metric 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 operations, product, sourcing, Go-to-Market (GTM), Human Resources (HR), Legal, and Finance teams. Manage testing processes and navigate difficult conversations.

About Company

Google is a multinational technology company founded in 1998 by Larry Page and Sergey Brin. It is best known for its search engine but also develops products and services in areas like online advertising (Google Ads), cloud computing (Google Cloud), operating systems (Android, Chrome OS), web browsers (Chrome), and consumer electronics (Pixel devices, Nest). Google is a subsidiary of Alphabet Inc., its parent company formed in 2015. It plays a major role in shaping the internet, AI, and digital innovation globally.