Service Delivery Specialist
IT
Bengaluru, Karnataka, India
Sycurio is a global leader in secure, frictionless payment solutions that empower enterprises to enhance customer experience and simplify compliance. Its patented cloud-based technologies protect sensitive data across all customer interactions and channels, ensuring compliance with industry standards like PCI DSS while reducing fraud risk and strengthening trust. Founded in 2009 as Semafone, Sycurio supports organizations in over 50 countries across five continents, partnering with leading brands worldwide. Backed by major investor Livingbridge, Sycurio continues to pioneer solutions that make payments secure and seamless.
The Service Delivery Specialist is responsible for delivering a reliable, high-quality operational experience for Sycurio customers by owning day-to-day service delivery, governance, and customer communication across assigned accounts.
They act as the customer’s trusted operational and delivery partner, ensuring SLA commitments are met, incidents are managed effectively, and service performance is transparent, predictable, and continuously improving across Sycurio’s SaaS and telephony-enabled platforms.
The Service Delivery Specialist works closely with Engineering, Platform, Security, and Customer Success teams to coordinate delivery activities, manage risk, and ensure operational readiness throughout onboarding and production.
This role is a key contributor within the Customer Delivery organisation, focused on service stability, compliance, and customer confidence — enabling long-term retention and trust through consistent, well-governed delivery
Key Responsibilities
- Own day-to-day service delivery and operational governance for assigned customers, ensuring SLA and KPI commitments are consistently met.
- Serve as the primary customer contact for service delivery, providing clear status updates, structured reporting, and effective escalation management.
- Work with the Service Delivery Manager to coordinate across Engineering, Platform, Operations, and Security teams to resolve issues, manage risk, and drive continuous service improvement.
- Produce, review, and deliver high-quality service artefacts, including operational reports, RCAs/RFOs, and service review materials.
- Support the completion and quality assurance of compliance and due-diligence artefacts (e.g. DDQs), ensuring accuracy, consistency, and timeliness.
Key Experience Required
- Proven experience in a Service Delivery, Service Management, or Technical Account Management role within an enterprise B2B SaaS environment.
- Strong understanding of SaaS service delivery models, including onboarding, BAU operations, incident management, and SLA/KPI governance.
- Working knowledge of telephony and contact-centre technologies (e.g. voice platforms, SIP, CTI, call flows) and their operational dependencies.
- Experience supporting mission-critical, customer-facing platforms, with an appreciation for availability, resilience, and change management.
- Demonstrable experience managing customer-facing incidents, coordinating RCA/RFO production, and communicating clearly with senior stakeholders.
- Ability to manage delivery across virtual, cross-functional teams (Engineering, Platform, Security, Operations).
- Strong stakeholder management and communication skills, with the ability to translate technical detail into clear, business-focused outcomes.
- Track record of outcome-focused decision-making and proactive risk management in live production environments.
- Comfortable working with monitoring, reporting, and operational tooling in complex SaaS estates.
- Organised, detail-oriented, and calm under pressure, particularly during high-impact incidents or escalations.
- Degree in a relevant technical discipline (e.g. Engineering, Computer Science) or equivalent practical experience in enterprise software environments.
Benefits & Culture:
We are a market leader in secure voice transactions and trusted by our customers and partners. We are on a journey to secure all personal data. We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment. We are passionate, work hard, have fun and celebrate success.
What we'll give you;
15 Days Holiday*
Competitive Salary
Up to 10% Bonus*
4 x Salary Life Insurance
General Health Insurance*
Access to LinkedIn Learning for ongoing professional development
Sycurio is well funded and growing fast, you’ll be joining an organization that combines an entrepreneurial ‘start-up’ culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.
*All final interview candidates will be subject to Background check as a pre-condition of a potential offer of employment. Any information found will be considered when making the final hiring decision. Please be aware that the background check process will not go ahead without your written consent.