Outsourced Solutions and Managed Services Manager, Service Delivery

Responsibilities:

• Oversee the delivery of services to clients, ensuring high levels of satisfaction.

• Manage and lead service delivery teams, providing guidance and support.

• Develop and maintain strong client relationships, acting as the primary point of contact.

• Monitor service performance metrics and implement improvements as needed.

• Ensure compliance with service level agreements (SLAs) and contractual obligations.

• Conduct regular service reviews with clients and internal stakeholders.

• Identify and mitigate risks to service delivery.

• Collaborate with other departments to resolve service-related issues.

• Drive continuous improvement initiatives to enhance service quality and efficiency.

• Prepare and present service performance reports to senior management.

• Service performance reports and dashboards.

• Client satisfaction surveys and feedback reports.

• Service level agreement (SLA) compliance reports.

• Risk assessment and mitigation plans.

• Continuous improvement plans and implementation reports.

• Training and development plans for service delivery teams.

Required Qualifications:

• Bachelors degree in Business Administration, or related experience.

• Minimum of 5 years of experience in service delivery management or a related role.

• Proven leadership and team management skills.

• Excellent communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Proficiency in service management tools and software (e.g., ITIL, ServiceNow).

• Ability to work independently and collaboratively within a team.

• Experience with project management methodologies (e.g., Agile, Scrum) is a plus.

• Strong attention to detail and ability to manage multiple priorities. Develop and implement mitigation strategies to address identified risks and ensure a balanced approach to bid submissions.

• Monitor and report on bid progress, highlighting any issues or risks that may impact the outcome.