Job
Description
Job Summary: The Service Delivery Manager is a responsible for overseeing the end-to-end delivery of services to our clients, ensuring exceptional service quality, client satisfaction, and operational efficiency. This role requires a strong leader who can manage client relationships, lead cross-functional teams, optimize service delivery processes, and drive continuous improvement. Key Responsibilities: Client Relationship Management: Serve as the primary point of contact for clients, building and maintaining strong, long-lasting relationships. Understand client needs, manage expectations, and proactively identify opportunities for service improvement and expansion. Handle client escalations, ensuring timely and effective resolution of issues to maintain high client satisfaction. Conduct regular service reviews with clients, presenting performance reports and discussing service improvements. Service Delivery Oversight & Performance: Oversee the entire service delivery lifecycle, ensuring services are delivered according to agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Monitor, analyze, and report on service performance metrics, identifying trends, risks, and areas for improvement. Implement and maintain robust service delivery processes, methodologies (e.g., ITIL), and best practices. Ensure compliance with internal policies, industry regulations, and security standards. Team Leadership & Development: Lead, mentor, and motivate a team of service delivery professionals, fostering a collaborative, high-performing, and client-focused culture. Conduct performance reviews, provide constructive feedback, and identify training and development needs for team members. Allocate resources effectively to ensure optimal team utilization and productivity. Process Improvement & Innovation: Continuously assess existing service delivery processes for consistency, efficiency, and cost-effectiveness. Drive continuous improvement initiatives to optimize workflows, enhance service quality, and reduce operational costs. Collaborate with internal teams (e.g., Sales, Product, Technical Support) to align service delivery with business objectives and product roadmaps. Stay up-to-date with industry trends, emerging technologies, and best practices in service management. Incident & Problem Management Take ownership of critical incidents, coordinating with internal and third-party resolution parties. Ensure effective communication to stakeholders during major incidents and facilitate post-incident reviews to prevent recurrence. Oversee problem management, identifying root causes of recurring issues and implementing permanent solutions. Financial Management: Manage service delivery budgets, forecast resource requirements, and optimize resource allocation. Ensure cost-effective delivery of services without compromising quality.
