Service Delivery Director
7 days ago
Forsys Inc. is a leader in Lead-to-Revenue transformation, combining strategy, technology, and business transformation to drive growth. With a team of over 600 professionals spread across the US, India, UK, Colombia, and Brazil, and headquartered in the Bay Area, Forsys epitomizes innovation and excellence.
Our role as an implementation partner for major vendors like Conga, Salesforce and Oracle; an incubator for pioneering ideas and solutions positions us uniquely in the consulting industry.
We are dedicated to unlocking new revenue streams for our clients and fostering a culture of innovation. Discover our vision and the impact we’re making at
forsysinc.com
Responsibilities:
1.
Service Delivery Management:
Experience scaling up a Managed services practiceManaged Services leader- Responsible for meeting managed services SLAs across projectsWorking with the sales team and CXO's to support new opportunities across technologiesEnsure Service Quality: Ensure that the services provided meet the agreed-upon quality standards and customer expectations.Service Performance: Monitor and report on the performance of services, ensuring they meet KPIs (Key Performance Indicators) and SLAs (Service Level Agreements).Incident & Problem Management: Address and resolve any service issues or incidents promptly to minimize service disruption.
2.
Team Leadership and Management:
Team Supervision: Lead, train, and manage a team of service delivery personnel, technicians, or customer service representatives.Resource Allocation: Allocate resources effectively to ensure service operations are efficiently carried out.Performance Appraisals: Conduct regular performance reviews and provide feedback and coaching to team members.
3.
Customer Relationship Management:
Customer Interaction: Act as the primary point of contact for customers, ensuring clear communication and addressing any service-related queries or complaints.Client Satisfaction: Work to improve customer satisfaction by ensuring timely, high-quality service delivery and resolving issues quickly.Feedback Collection: Gather customer feedback and use it to identify areas for service improvement.
4.
Service Improvement and Development:
Process Optimization: Continuously assess and improve service processes to enhance efficiency, reduce costs, and improve customer outcomes.Innovative Solutions: Recommend and implement service improvements and innovations based on customer needs and industry trends.Compliance & Best Practices: Ensure that all services comply with industry standards, legal requirements, and best practices.
5.
Operational Oversight:
Scheduling: st Management: Manage the budget for service delivery, ensuring that services are delivered within the allocated financial resources.Plan and manage schedules to ensure services are delivered on time, with minimal disruptions.Risk Management: Identify and manage potential risks that could affect service delivery, and implement mitigation strategies.
6.
Reporting and Documentation:
Performance Reports: Prepare regular reports on service performance, incidents, and customer satisfaction.- MBRs, QBRsDocumentation: Maintain clear and accurate documentation of service procedures, processes, and performance metrics- Playbooks, FAQs, etc.
7.
Collaboration and Cross-functional Coordination:
Internal Coordination: Work closely with other departments (e.g., IT, sales, operations, and finance) to ensure smooth service delivery.External Vendor Management: If applicable, manage relationships with third-party vendors or contractors involved in service delivery. (Conga, Salesforce, Oracle)Project Management: Oversee and coordinate service-related projects, ensuring they are delivered on time and within scope.
8.
Compliance and Safety:
Regulatory Compliance: Ensure that services adhere to relevant regulations, standards, and internal policies.
9.
Strategic Planning and Development:
Long-term Planning: Contribute to the development of the long-term strategy for service delivery, aligning it with overall business goals.Growth & Expansion: Identify opportunities to grow and expand service offerings to meet evolving customer needs.
10.
Escalation and Conflict Resolution:
Issue Resolution: Address and resolve any service-related escalations from customers or staff.Dispute Management: Manage and resolve any conflicts or disputes that arise between customers and the service team.
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