Consulting - BO:Cloud Engineering - Manager - Service Delivery Manager
2 months ago
Job Description: Service Delivery Manager with Transition and Estimation Expertise
Are you passionate about delivering exceptional services while navigating transitions and estimating with precision? We are seeking a dynamic Service Delivery Manager who not only ensures SLAs are met and customers are delighted but also brings expertise in transition management and estimation to enhance our operational excellence.
Key Responsibilities:
1. Delivering Service Excellence: Ensure service delivery meets SLAs consistently, achieving high customer satisfaction through meticulous attention to detail and proactive problem-solving.
2. Financial Management and Productivity Enhancement: Drive financial performance by providing value to customers, enhancing margins, and optimizing P&L performance against set plans.
3. Ownership of Service Delivery: Lead the service delivery team across various services, taking full accountability for meeting client expectations and delivering results.
4. Stakeholder Relationship Management: Engage with key clients and senior stakeholders in a challenging environment, managing regular contractual meetings and fostering strong relationships.
5. Internal Stakeholder Management: Act as the account lead for internal customers, collaborating with departments such as Procurement, Billing, Sales, and Finance to ensure seamless operations.
6. Management Information Reporting: Develop and own management information reporting and quarterly business reporting, providing insights to drive strategic decisions.
7. Quality Assurance and Issue Resolution: Collaborate with technical groups and business owners to identify and resolve potential customer quality issues before they escalate, ensuring seamless service delivery.
8. Process Improvement and Change Management: Identify opportunities for process improvement and effectively manage change to enhance operational efficiency.
9. Cross-Team Collaboration: Foster coordination and collaboration with other teams to support development activities and ensure smooth transitions.
10. Escalation Management and Executive Communication: Handle escalations effectively and communicate with executives to provide timely updates on service delivery performance.
11. Performance Tracking and Reporting: Send regular reports to SBUs/customers, tracking key performance metrics to drive continuous improvement.
12. Maintenance Release Management: Develop, deliver, and manage maintenance releases for the Knowledge Management Framework (KMF) in partnership with the KMF Development and Test Manager.
13. Service Portfolio Management: Oversee the service portfolio, ensuring alignment with business objectives and customer needs.
14. Process Oversight: Ensure robust processes are in place for Change Management, Demand Management, and Incident Management, conducting regular audits to maintain quality standards.
If you are a seasoned Service Delivery Manager with a passion for driving excellence through transitions and precise estimation, we invite you to join our team and make a significant impact on our service delivery operations.
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