Service Delivery Manager

Role & responsibilities

Service Performance Analysis and Reporting

Collect, analyze, and interpret data on service delivery performance against agreed metrics and value targets.

Prepare clear reports and dashboards to communicate findings to stakeholders by using data tools and collaborate with service teams to gather accurate information.

Identify trends, risks, and opportunities for improvement.

Value Optimization and Improvement Initiatives

Identify gaps between current service delivery and value objectives.

Recommend and support initiatives to enhance service efficiency, cost-effectiveness, and business impact.

Collaborate with cross-functional teams to design and implement improvements, track progress, and measure outcomes.

Stakeholder Engagement and Communication

Liaise with internal stakeholders, including service owners, finance, and business units, to ensure alignment on value goals and service expectations.

Facilitate meetings example Governance and workshops as needed.

Maintain clear, consistent communication and manage expectations regarding service delivery and value realization

Documentation and Compliance

Maintain accurate documentation of service delivery processes, Governance, value metrics, and improvement actions.

Ensure compliance with organizational standards and governance policies.

Update value management frameworks (Governance, Planview, service catalogues, Project Appraisal Document and audit records regularly

Continuous Learning and Process Enhancement

Stay updated on industry best practices, tools, and methodologies related to service delivery and value management. Suggest enhancements to existing processes.

Participate in training, research, and knowledge sharing within the team.

What makes you stand out:

10+ years of IT and business industry work experience, with at least 10+ years in an Agile/Service delivery and tooling and process management role.

global cross functional teams

Working experience with Agile principals and tools.

Six Sigma and Agile knowledge preferred.