Sunera Tech - Service Delivery Manager - Shared Services

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.