Service Delivery manager

Profile : Manager

Job description :

Role Description :

A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets.

Role & responsibilities :

- Single Point of Contact SPOC for Technology with respect to Operations.

- Primarily client/user facing

- Building a personal relationship with both internal & external clients

- Support business operations to meet Technology SLA across centres/clients handled.

- Monitoring overall performance of services

- Track and Maintain Client SLA (Internal & External)

- Building service reports - Identifying the reporting requirements

- Ensure timeliness and accuracy of SLA, uptime and call Analysis reports

- Service reporting and sponsoring service review meetings (Daily, weekly and monthly SLA review with the clients)

- Managing customer expectations Weekly/monthly conference calls with on all areas of technology support functions.

- Would be responsible for technology and systems availability, technical SLA management with internal/external clients, Developing of IT service continuity plans with SMEs

- Review SLA report on a daily basis, carryout call analysis and feed the results back to technology for proactive actions.

- Work with Incident Management team and respective other departments for faster restoration of services

- Good communication around issues and opportunities get things done, make things happen

- Manage Customer VOC w.r.t Technology

- Manage all change controls, ramp ups, and escalated complaints (only high business impacting). Involve service support, solution design and project management teams if needed.

- Ensure all established processes are being practiced for operations interfacing with technology and support desk.

- Building Service improvement plans - Work with Support managers to build capacity plans

- Understand the client technology solution and find areas of improvements

- Removing all obstacles to customer satisfaction and / or financial performance

- Working in a typical ITIL/ISO20000 frame work

- Vendor/3rd party management responsibilities

- Communicating across organizational boundaries from engineers through to senior managers

- Looking out for clients and FSLs long-term interests

- Collaborating with senior management on client account management and growth