Service Delivery Manager

Job Description

• Understanding business cycles of outsourcing and managed services.
• Manage demand from users on IT services , physical security and supervise the delivery.
• Assist in building and updating Service Catalogue to streamline the services.
• Ensure the service operation is running smoothly and all incident are and recorded in a service ticketing system.
• Communicate to respective manager with efficiency and accuracy any progress and/or delays,
• Mutualize resources, reduce TCO.
• Maintaining positive relationships with customers.
• Identifying customer needs and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
• Managing finances and budgets.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Managing team performance/customer service management
• Assessing third-party provided services
• Defining customer expectations to determine the optimal service
• Quality management
• Conducting post-incident reviews/investigating critical incidents/taking ownership
• Establishing effective communication channels
• Introducing VIP support functions
• Collaborating with technical design teams to prepare for future demands
• Using corporate conferencing for effective dialogue exchange
• The Service Delivery Manager defines and evolving delivery governance standards and best practices as well as monitoring their application and practice.
• The Service Delivery Manager primary interfaces to client management regarding IT development service delivery.
• Escalation point for delivery governance issues.
• The Service Delivery Manager works directly with clients to ensures successful delivery of services (on time, to spec, within budget)
• Takes the responsibility for the resource management and shift planning in accordance to the service requirements.
• Establish and implements project management processes and methodologies for the IT community to ensure projects are delivered on time.