Service Delivery Manager
3 weeks ago
Position Overview:
The Manager - Service Delivery Management (SDM) IT is responsible for ensuring the efficient and effective delivery of IT services to meet the needs of the organization and its customers. The SDM will manage the performance of services to clients (internal and external), ensure that service levels are achieved, and customer expectations are met or exceeded. This role involves overseeing a team of IT professionals, managing relationships with stakeholders, and continuously improving service delivery processes.
Key Responsibilities:Service Delivery Management:Plan, coordinate, and supervise the delivery of IT services to clients.Ensure that services are delivered in accordance with agreed SLAs and performance standards.Monitor and report on service delivery performance, identifying areas for improvement.
SLA Management:Track and demonstrate performance metrics against contractual SLA obligations in an ongoing dashboard.Utilize a stoplight approach to highlight SLA achievements, risks, and breaches.Conduct detailed root cause analysis for SLA breaches and develop mitigation plans.
Customer Relationship Management:Serve as the primary point of contact for customers regarding service delivery issues.Manage customer expectations, handle escalations, and ensure customer satisfaction.Deploy quarterly Voice of the Customer (VoC) surveys and analyze feedback to improve services.Perform root cause analysis for customer satisfaction scores of 3 or lower and implement improvement plans.Conduct regular service review meetings with customers to discuss performance, issues, and improvements.
Incident and Problem Management:Oversee the resolution of incidents and problems to minimize service disruption.Ensure root cause analysis is conducted, and corrective actions are implemented to prevent recurrence.Communicate with stakeholders about incident and problem status and resolution.
Change Management:Manage and coordinate changes to IT services, ensuring minimal impact on business operations.Ensure that changes are communicated effectively to all stakeholders and documented appropriately.Maintain an ongoing tracker for transformation and change control requests.
Resource Management:Allocate and manage resources to ensure the timely delivery of services.Optimize resource utilization and plan for capacity requirements.Develop and maintain resource plans and schedules.
Continuous Improvement:Identify opportunities for service improvement and implement initiatives to enhance service quality and efficiency.Foster a culture of continuous improvement within the service delivery team.Utilize data and analytics to drive decision-making and improvement.
Governance and Compliance:Ensure adherence to IT governance frameworks and compliance with regulatory requirements.Implement and maintain policies and procedures to ensure service quality and integrity.Conduct regular audits and assessments to ensure compliance.Maintain an ongoing Rolling Action Item (RAIL) list for issue management and escalations.
Asset Management:Provide ongoing tracking and reconciliation of contractual assets in physical inventory or disposed.
Financial Management:Track and report on total billing, outstanding payments, and the requirement for purchase orders.Maintain a financial dashboard to monitor billing and payments by quarter.
Forecasting vs. Actual:Track actual financial and volume forecasting against expectations to ensure alignment with business goals.
Team Leadership and Development:Lead, mentor, and develop a team of IT service delivery professionals.Provide ongoing training and development opportunities to enhance team skills and knowledge.Conduct performance reviews and provide feedback to team members.
Qualifications:Bachelor's degree in information technology, Computer Science, or a related field.Proven experience as a Service Delivery Manager or in a similar role in IT service management.Strong knowledge of IT service management frameworks (e.g., ITIL).Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.Excellent customer relationship management and communication skills.Strong problem-solving and decision-making abilities.Ability to manage multiple priorities and work under pressure.Leadership skills and the ability to motivate and develop a high-performing team.Relevant certifications (e.g., ITIL, PMP) are preferred.
Key Competencies:Service OrientationCustomer FocusProblem-SolvingCommunication and Interpersonal SkillsLeadership and Team ManagementProject ManagementAnalytical ThinkingContinuous Improvement Mindset
Work Environment:This position may require occasional travel to customer sites.The role may involve working outside regular business hours to address service issues and ensure service continuity.
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