QUALIFICATIONS AND JOB DESCRIPTION
Service Delivery Manager
The role of a service delivery manager is entirely customer-facing. Duties of a service delivery manager typically involve overseeing a range of functions to facilitate the delivery of superior services to the end-users.
One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
A full-time role, the service delivery manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager jobs, which embrace both administrative and technical roles, are best suited for skilled and hard-working individuals who possess superb leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions.
Job Description:
· Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
· Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
· Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
· Developing a deep understanding of projects to gain insights into the scope of service delivery
· Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
· Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
· Providing accurate and regular reports to the management on performance of the service delivery
· Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
· Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Service Delivery Manager Skills:
· BA or BS degree or equivalent combination of relevant education and experience
· Proficiency in leading both physical and virtual teams
· Experience in dealing with third party-provided services
· Operational ability in a diverse, large-scale environment
· Exceptional customer-facing skills
· In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
· Mastery of ITIL (Information Technology Infrastructure Library) principles (ITIL3 or ITIL4 certification)
· Prince2 certification
· Expertise in people management and leadership
· Strong organizational skills
· Capacity to train and guide junior team members
· Excellent verbal and written communication skills
