Service Delivery Manager

About the Role

We are looking for a dynamic and client-focused Manager – Client Relations & Research (Chemicals Domain) to manage key client relationships, lead end-to-end project execution, and drive research delivery within the Chemicals domain. The ideal candidate will possess a strong understanding of the global chemicals industry, including specialty chemicals, petrochemicals, industrial chemicals, polymers, agrochemicals, and related value chains.

The role requires a combination of client servicing, project management, market research, people leadership, and expert network development to ensure exceptional client experience and business growth.

Key Responsibilities (KRAs)

1. Client Relationship & Project Management

• Build, manage, and strengthen relationships with clients through regular interactions and proactive engagement.
• Develop a deep understanding of clients' businesses, strategic priorities, and challenges within the Chemicals industry to deliver relevant research and consulting solutions.
• Manage end-to-end execution of client projects, ensuring timely delivery, quality, and adherence to client expectations.
• Analyse client requirements and identify, evaluate, and onboard the most suitable industry experts for research and consulting engagements across the Chemicals sector.
• Ensure high-quality service delivery while maintaining agreed turnaround times (TATs) and quality standards.
• Coordinate effectively with internal teams, experts, and clients to ensure seamless project execution and high client satisfaction.
• Proactively identify opportunities to strengthen client relationships and contribute to business growth.

2. Market & Industry Research

• Stay updated on market trends, industry developments, regulatory changes, and competitive intelligence across the global Chemicals industry.
• Conduct ongoing research to build expertise across segments including specialty chemicals, petrochemicals, industrial chemicals, polymers, coatings, agrochemicals, advanced materials, and sustainability initiatives.
• Monitor market dynamics, emerging technologies, mergers & acquisitions, and key industry players.
• Anticipate evolving client requirements and proactively build knowledge and expert pipelines to support future projects.

3. People Management & Team Development

• Lead, coach, mentor, and supervise a team to drive performance and productivity.
• Set clear performance expectations and provide regular, constructive, and objective feedback.
• Support capability building through continuous training, knowledge sharing, and professional development initiatives.
• Foster a collaborative, high-performance, and learning-oriented team culture.
• Ensure efficient workload allocation, resource planning, and timely project execution by the team.

4. Knowledge & Expert Network Development

• Continuously expand and strengthen the expert network across various segments of the Chemicals industry.
• Identify and onboard senior industry professionals, executives, consultants, and subject matter experts relevant to client requirements.
• Maintain a robust and readily accessible expert pipeline to support current and future client engagements across geographies.
• Ensure expert quality, relevance, and responsiveness while maintaining strong professional relationships.

Preferred Qualifications

• Graduate or Postgraduate degree in Chemical Engineering, Chemistry, or a related discipline (CHEMICAL EDUCATION BACKGROUND IS A MANDATE FOR THIS ROLE - Non Chem profiles not preferred)
• MBA or equivalent qualification is preferred.

Experience

• 6–7 years of experience in research, consulting, expert network, market intelligence, or client servicing.
• Prior experience covering the Chemicals industry background is a MUST (specialty chemicals, petrochemicals, industrial chemicals, polymers, agrochemicals, coatings, or related sectors) is strongly preferred.
• Minimum 1–2 years of experience managing a team of 5–10 members is also a MUST (Direct handling taking care of reviews & performance matrix)
• Proven experience in independently managing client relationships, project delivery, and turnaround times (TATs).

Skills & Competencies

• Strong understanding of the Chemicals industry, value chains, and market dynamics.
• Excellent client relationship management and stakeholder management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to manage multiple projects simultaneously while maintaining high quality standards.
• Excellent verbal and written communication skills.
• Strong leadership, mentoring, and people management capabilities.
• High attention to detail with a customer-centric mindset.
• Ability to work in a fast-paced, deadline-driven environment.
• Proficiency in MS Office Suite (Excel, PowerPoint, Word) and online research tools.