Service Delivery manager

Job Description

The Senior Service Delivery Manager (Sr SDM) provides strategic leadership for service delivery operations, focusing on long-term business objectives, cost optimization, and client satisfaction This role involves overseeing complex service environments, driving innovation, and ensuring operational excellence across multiple accounts Key Strategic Service Delivery : Define and oversee service delivery models, aligning them with business and client goals Ensure continuous improvement by incorporating feedback and adopting best practices Manage and optimize service delivery processes across large-scale hosting environments Establish benchmarks for service excellence across accounts Crisis Leadership : Take ownership of crisis resolution, including major service disruptions Coordinate multiple teams to ensure effective recovery and minimize client impact Develop and implement frameworks to enhance operational resilience Conduct post-crisis evaluations to improve future response strategies High-Level Reporting : Develop executive-level reports focusing on strategic insights, service trends, and performance improvements Present findings to senior stakeholders, highlighting opportunities for innovation and optimization Collaborate with analytics teams to generate predictive insights Cost Optimization : Lead cost optimization strategies, including the development of innovative pricing models Drive initiatives to enhance the scalability and cost-efficiency of hosting services Work with clients to identify mutually beneficial cost-saving opportunities Infrastructure Optimization : Integrate advanced AI and ML algorithms to enhance system performance and scalability Develop strategies for automating routine processes and implementing predictive analytics to prevent failures Innovate cloud and hosting service strategies by utilizing cutting-edge AI/ML technologies Collaborate with RD teams to pilot new technologies Stakeholder Management : Build and maintain strong relationships with key stakeholders, ensuring alignment with client needs and organizational objectives Act as a trusted advisor to clients, offering strategic insights and guidance Facilitate regular strategy sessions with stakeholders to discuss progress and future goals Innovation and Leadership : Drive advancements in hosting strategies, ensuring they are aligned with evolving customer needs Lead initiatives to improve operational efficiency, foster innovation, and maintain competitiveness Represent the organization at industry events and conferences Global Delivery Oversight : Manage service delivery across global teams, ensuring compliance with regional requirements Develop a unified approach to service delivery while respecting cultural nuances Align global service standards with organizational objective