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Service Delivery Manager

A service delivery manager identifies a client’s needs and oversees the delivery of the services within the context of the business. A service delivery manager needs to perform both technical and administrative tasks, such as solving technical problems, managing team performance, and controlling service quality. The foundation of this position is establishing processes to provide consistently high levels of customer service through managing projects, correcting reliability issues, tracking progress and KPIs, managing budgets, and ensuring the proper delivery of services by professionals in charge.

Responsibilities

  • Establish new and refine existing service delivery processes
  • Leading a team of geographically dispersed resources to deliver technology projects on time
  • Work with teams to determine necessary activities to successfully deliver projects throughout the given service line or function
  • Maintain positive relationships with clients
  • Act as the link between a variety of projects, clients, and resources
  • As owner of the escalation process, take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
  • Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
  • Keeping up-to-date with industry trends and developments
  • Ensure that the right type and number of resources that are required to fulfill the planned projects are available and in place through cooperation with Resource Planners
  • Maintenance of all documentation and procedures relating to all aspects of all services provided to the clients
  • Attend service review meetings covering performance, service improvements, quality and processes
  • Management of an IT Service Delivery team and responsibility for career development and appraisals.

Requirements

  • Proven track record of delivering a collection projects and products
  • 5+ years of business development, project delivery and client relationship management in a technology environment
  • Strong customer orientation and able to manage customer expectations
  • Ability to develop strategic plans and translate them to actionable roadmaps
  • Experience in a cross-border role, successfully managing multiple complex projects at a global level and regional
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