Service Delivery Manager

Job Summary :We are seeking a highly organized and client-focused Service Delivery Manager to join our team. In this role, you will be responsible for overseeing the delivery of our services to clients, ensuring adherence to SLAs, and driving continuous improvement in our service delivery processes. You will act as the primary point of contact for clients, manage service delivery teams, and ensure that our services meet and exceed client expectations.

The ideal candidate will possess strong leadership skills, excellent communication abilities, and a proven track record of managing service delivery in a fast-paced environment. Responsibilities :Service Delivery Management :

• Oversee the end-to-end delivery of services to clients, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and maintain service delivery plans, processes, and procedures.
• Monitor service performance and identify areas for improvement.
• Manage service delivery teams, providing guidance, support, and mentorship.
• Ensure timely and effective resolution of service delivery issues and escalations.

Client Relationship Management :

• Serve as the primary point of contact for clients, building and maintaining strong relationships.
• Understand client business needs and requirements.
• Communicate service delivery updates and performance reports to clients.
• Conduct regular service reviews and client satisfaction surveys.
• Proactively identify and address client concerns and issues.

Incident and Problem Management :

• Manage incident and problem resolution processes, ensuring timely and effective resolution.
• Coordinate with technical teams to resolve complex service delivery issues.
• Conduct root cause analysis (RCA) and implement preventative measures.
• Develop and maintain incident and problem management documentation.

Change Management :

• Manage service delivery changes, ensuring minimal disruption to client operations.
• Develop and implement change management processes and procedures.
• Communicate changes effectively to clients and internal teams.
• Ensure changes are implemented in accordance with client requirements and SLAs.

Service Improvement and Optimization :

• Identify and implement service improvement initiatives to enhance service quality and efficiency.
• Develop and maintain service delivery metrics and reports.
• Analyze service data to identify trends and patterns.
• Implement automation and process optimization solutions.
• Drive continuous improvement in service delivery processes.

Team Leadership and Development :

• Lead and mentor service delivery teams, providing guidance and support.
• Conduct performance evaluations and provide feedback to team members.
• Develop and maintain training materials and knowledge repositories.
• Foster a collaborative and supportive team environment.
• Ensure team members are equipped with the necessary tools and resources.

Reporting and Documentation :

• Develop and maintain service delivery reports and dashboards.
• Document service delivery processes, procedures, and best practices.
• Maintain accurate records of service delivery activities.
• Provide regular updates to management on service delivery performance.

Qualifications :Education :

• Bachelor's degree in Business Administration, Information Technology, or a related field.

Experience :

• 8 years of experience in service delivery management or a related role.
• Proven experience in managing service delivery teams.
• Experience in client relationship management.
• Experience with incident and problem management.
• Experience with change management.

Technical Skills :

• Strong understanding of service delivery methodologies and best practices (e.g, ITIL).
• Proficiency in using service management tools and systems.
• Knowledge of project management principles.
• Understanding of relevant technologies and industry standards.
• Familiarity with data analysis and reporting tools.

Soft Skills :

• Excellent communication, presentation, and interpersonal skills.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical skills.
• Strong organizational and time management skills.
• Ability to work under pressure and in high-stress situations.
• Strong client-facing skills and business acumen )