Service Delivery Manager

Global Service Delivery based in Bangalore

Purpose of Job:

Service Delivery Manager (SDM) is a professional technical services manager responsible for co-coordinating the delivery of managed services into key enterprise customers by providing a single point of contact to the customer. The SDM plays a vital role in creating long-term customer relationships and acting as the bridge between the client and the operational delivery teams with the ability to make changes in end-to-end processes as required ensuring optimal overall performance on the contract. The key responsibility of the SDM is governance across all areas including service management, incident and change management, continual service improvement, onboarding and workflow, dashboard and reporting, financial performance, and customer satisfaction, as well as playing a key role in ensuring the highest level of operation service delivery.

Primary Roles & Responsibilities

· Manage the day-to-day service operations of the installation, delivery and deployment of technical resources within area of responsibility.

· Single point of escalation for the enterprise, including Vendor escalations when required.

· Manage critical situations to ensure proper focus, communication, and relationship management throughout the escalation process, including, but not limited to scheduling the coordination of activities for all technical personnel required.

· Manage to annual budget and meet all financial performance objectives inclusive of gross profit and related financial metrics. Review and analyze budget and financial reports for area of responsibility and take corrective action as needed.

· Proactive review and management of current inventory to meet contractual Service Level Offerings.

· Responsibility of developing, reporting and distributing on various business metrics and dashboard

· Review, distribute and implement Manufacturer product bulletins/alerts as required

· Interacts with all levels of sales and operations personnel. Partner with the Project Management Office (PMO) to establish operational objectives and assignments to project team members when required.

· Track Site Passwords, Backups, Version Control

· Track adherence and completion of all Service Prescriptions in scope

· Meet goals for area of responsibility including analyzing and managing performance, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance.

· Deploy and manage consistent, structured and disciplined systems, policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations.

· Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution. Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.

· Monitor technician work activities & outcomes and proactively identify and remove barriers to meeting customer expectations. Align with FSO & SDO to ensure root cause is identified on escalated or chronic problems, and action plans are developed and ensure follow-up on customer issue resolution. Escalate issues as appropriate.

· Ensure staffing is maintained consistent with customer delivery requirements by proactively monitoring labor data and taking appropriate corrective action as needed.

· Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day operations and the customer experience within area of responsibility. Support all company initiatives aimed at performance and quality improvement such as, but not limited to, achieving the NACS National Services Platform to include leading change management efforts within and across area of responsibility.

· Partner with the Project Management Office (PMO) and support the planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on employee performance within area of responsibility.

· Provide timely response to requests for information, reports and other operations data from functional departments.

· Achieve performance targets established by leadership for applicable Key Performance Indicators.

· Perform other duties as assigned by management.

Knowledge, Skills, Abilities

Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success.

Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one’s own job tasks. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions.

Manages Organizational Change - Facilitates change in the workplace and understands how change affects employees. Effectively manages change within the organization. Facilitates improved communication across the organization.

Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization’s strategic plan.

Education/Experience Requirements

· Bachelor’s Degree preferred in Business, Operations Management or related field; or equivalent, relevant experience.

· 5+ years of increasing Service Delivery and Operations Management responsibilities of product and service delivery within technology services or related industries. Previous experience managing field service technicians is required.

· Proven management experience with ability to lead employees to achieve or surpass results.

· Demonstrated strengths in ability to clarify goals & objectives, build team commitment, analyze and ensure progress toward objectives, identify areas for improvements in processes and knowledge and skills of employees.

· Strong interpersonal, organizational and communication skills with the ability to create a partnership atmosphere with internal and external resources while achieving objectives.

· Strong experience handling employee issues and making sound judgment decisions in this area.

· Demonstrated success in compiling, analyzing, and presenting financial and performance data.

· Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, workforce management and cloud based technology systems.

· Successful history of managing change and continuous improvement.