Senior Service Delivery Manager

Senior Service Delivery Manager

Location:

Reports to:

Department:

Budget/Revenue Responsibility:

Team Size:

Position Summary

Senior Service Delivery Manager

Core Responsibilities

• Service Delivery Management

• Lead service delivery teams to ensure seamless operations and delivery of services.
• Develop and utilize internal reporting systems to track and improve service performance.
• Oversee third-party vendor governance and ensure strict adherence to SLAs.
• Monitor and meet internal and external SLAs consistently.

• Stakeholder Management & Collaboration

• Collaborate with business owners and stakeholders to manage expectations and prioritize workloads.
• Regularly present service delivery metrics to senior business leaders and stakeholders.
• Conduct annual service assessments, customer satisfaction surveys, and interlocks with business units to ensure service fit for purpose.
• Represent Aptimized in meetings with US business counterparts.

• Vendor & Audit Compliance

• Manage and enforce weekly vendor governance to ensure SLA compliance and performance.
• Ensure 100% compliance with SOC2 audits and security standards.
• Oversee security operations to ensure complete alignment with compliance and security protocols.

• Process Improvement & ITIL Framework

• Drive continual process improvement to enhance service efficiency and cost-effectiveness.
• Implement ITIL framework processes across service delivery teams to standardize operations.
• Focus on year-over-year cost reductions and efficiency improvements.

• Crisis Management & Incident Resolution

• Lead the resolution of Priority 1 (P1) incidents, ensuring issues are resolved within the agreed SLAs.
• Resolve escalations from both business customers and delivery vendors to maintain high levels of customer satisfaction.

• Performance Management

• Define and establish performance measures for both internal staff and third-party service providers.
• Monitor and assess vendor and internal team performance to meet or exceed SLAs.
• Conduct regular performance reviews to ensure continuous improvement and customer satisfaction.

• Security & Compliance Management

• Build and manage security SLAs, focusing on reporting, metrics, and security violation prevention.
• Ensure that all service delivery vendors adhere to Aptimized’s policies and procedures to maintain compliance.

• Project & Change Management

• Liaise with global teams to ensure that new releases and changes are fit for purpose and do not disrupt the production environment.
• Manage the timely and on-budget delivery of all projects, ensuring customer satisfaction levels are maintained at 7 or above.

Qualifications

Essential:

• Education:

  Bachelor’s degree in computer science or similar technical discipline.

• Certifications:

  ITIL Certified (required).

• Experience:

• Extensive experience in global application support and maintenance operations.
• Proven track record managing large, global onshore/offshore service delivery teams.
• Prior experience in IT outsourcing, vendor management, and managing service performance.
• Hands-on experience in development and coding (preferred).

• Skills & Competencies:

• Expertise in IT management tools and best practices (problem management, change management, testing, and quality assurance).
• Strong leadership, communication, and people management skills.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Proficiency in managing large, distributed teams and overseeing vendor performance.

Desirable:

• Certifications:

  Certified Scrum Master (CSM), Six Sigma, or an MBA.

• Experience:

• Hands-on experience in managing technology domains such as Network, Operations, and Application Management.
• Expertise in managing global service delivery models and cross-cultural teams.
• Strong negotiation skills and resource management experience.

Language Requirements:

• English:

  Proficient in both oral and written communication.