Service Delivery Manager
Job Description
What is a Service Delivery Manager?
A Service Delivery Manager is responsible for managing the delivery of services to clients, ensuring that service level agreements (SLAs) are met and that services are delivered on time and within budget. They work closely with clients to understand their needs and ensure that services are aligned with their business objectives.
Job Description Template
Job Brief
At [Your Company Name], the Service Delivery Lead is vital to our commitment to delivering exceptional services that meet the evolving needs of our clients. This role is central to ensuring that our service offerings not only adhere to agreed-upon service level agreements (SLAs) but also align closely with our clients’ strategic objectives. By leveraging a deep understanding of our services and fostering collaborative relationships, the Service Delivery Lead will enhance client satisfaction and drive organisational success, positioning [Your Company Name] as a trusted partner in their business journeys.
Responsibilities
- Manage the end-to-end service delivery process, ensuring that all client services are executed effectively and efficiently
- Develop and maintain strong relationships with clients to understand their needs and expectations
- Monitor performance against SLAs and implement corrective actions as necessary to ensure compliance
- Collaborate with internal teams to ensure resources are allocated effectively for service delivery
- Prepare and present regular performance reports to stakeholders, highlighting achievements and areas for improvement
- Lead service delivery meetings with clients and internal teams to address issues and identify opportunities for enhancement
Requirements and Skills
- Bachelor’s degree in Business Administration, Information Technology, or a related field Proven experience in service delivery management or a similar role
- Proven experience in service delivery management or a similar role
- Strong understanding of service level agreements (SLAs) and key performance indicators (KPIs)
- Excellent project management skills, with proficiency in relevant methodologies
- Effective communication and interpersonal skills, capable of engaging with clients at all levels
- Relevant certifications, such as ITIL or Prince2, would be advantageous
Personal Attributes
- Strong problem-solving skills, with the ability to think critically and implement solutions
- Proactive approach to client management, with a strong focus on relationship building
- Adaptability to changing circumstances and a capacity for managing multiple priorities
- Commitment to continuous improvement and a drive for excellence in service delivery
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