Service Delivery Manager - Workplace & Service Desk

Role & responsibilities

Supplier Performance: -

The SDM team is responsible for the service performance of the supplier. - - - - - Conduct regular meetings with operations teams to review service performance, gather feedback, and identify opportunities for improvement. Prepare regular reports on workplace service delivery performance, including SLA compliance, customer satisfaction levels, and incident resolution times. The team discusses these contractual reports, KPIs, and dashboards with the TaF-Partner to ensure a high level of service fulfillment and complete availability of information. If the service quality is inadequate, corrective actions are initiated. Analyze performance data to identify trends, issues, and opportunities for improvement. Present performance reports to tower leads, providing insights and recommendations for enhancing workplace services.

Quality and Risk Management: - Monitor service delivery metrics and key performance indicators (KPIs) to assess performance, Service quality and identify areas for enhancement. - - - Monitoring and ensuring the quality assurance of the CMDB accuracy. Setting up an internal control system for long-term risk monitoring, including risk reports and mitigation actions. Regular feedback and Customer Satisfaction (CSAT) interactions with the business customers should be conducted.

Claims and Change Management: - The SDM is responsible for the claims management process, which includes monitoring, Spot-checks, Exceptions approval etc. - The team is responsible for identifying change interdependencies across multiple towers. Mitigate risks associated with changes and minimize their impact on service delivery.

Escalation Management: - Service Delivery Management serves as the escalation point for issues related to services, quality, and performance that are not tied to a specific ticket but rather impact the overall satisfaction of the business with the service.

Preferred candidate profile