Service Delivery Manager

Job Responsibilities:

Stakeholder/Business Management:

- Prepare and report process performance metrics to stakeholders.

- Participate in management discussions (Governance discussion, Management forums with customer).

- Identify key cost drivers and ensure they are optimized.

- Pro-actively identify opportunities for additional business with customer.

- Identify opportunities for growth deliver on growth commitments (number of people).

- Anticipate plan for new business get involved in hiring.

Customer Relationship Management:

- Manage customer relationships through regular communication with clients through weekly/ monthly reviews.

- Discuss operational issues and delivery issues with the customer

- Attend customer calls and meetings, pro-actively flag issues and prevent surprises.

- Manage and resolve escalations and issues raised by customers.

- Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.

- Analyze customer feedback at desired intervals and initiate ways to improve the score.

Process Improvements and Adherence:

- Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.

- Initiate and deliver on process improvement projects to improve process efficiencies.

Project Control, Management and Review / Program Delivery:

- Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines.

- Ensure proper documentation and knowledge transfer as per project plan and schedule.

- Work with support functions to enable infrastructure support to team and ensure zero downtime.

- Prepare for infrastructure and other growth-related requirements.

- Ensure resource utilization and scheduling of end to end work.

- Plan for resources based on volume projection and current available head count and allocate responsibilities.

- Effective forward planning in terms of process delivery, people client engagement.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.