The Role
* The Service Delivery Manager will play a pivotal role in ensuring seamless delivery of IT services to clients across diverse industries.
* This position involves managing service levels, fostering strong customer relationships, and driving high customer satisfaction.
* The role provides exposure to cutting- edge technologies and innovative projects, enabling the candidate to contribute to service excellence and continuous improvement initiatives.
* The ideal candidate is a customer-focused leader with proven experience in managing teams and a deep understanding of service delivery processes, preferably within the ITIL Framework.
Your responsibilities:
Manage the delivery of services to clients, ensuring adherence to SLAs and OLAs.
Identify and resolve service delivery issues through root cause analysis.
Develop and implement service improvement plans to enhance performance.
Build and maintain strong client relationships, managing expectations effectively.
Coordinate and oversee project teams and third-party service providers.
Prepare and present accurate, timely reports to stakeholders.
Ensure delivery teams are adequately trained and resourced.
Implement service delivery standards and monitor compliance.
Collaborate with sales and marketing teams to drive service profitability.
Stay updated on emerging trends and implement best practices in service delivery.
Essential skills/knowledge/experience:
8-10 Years
Desirable skills/knowledge/experience:
o Proven experience as a Service Delivery Manager or similar role.
o Strong understanding of service delivery processes and ITIL Framework.
o Excellent leadership and customer management skills.
o Strong problem-solving and analytical abilities.
o Exceptional verbal and written communication skills.
o Ability to lead and motivate teams effectively.
o Experience in implementing continuous improvement initiatives.
o Ability to resolve customer issues promptly and professionally.
o Skilled in monitoring and reporting service delivery metrics.
o Knowledge of compliance with company policies and industry standards.
Person Specification:
Excellent negotiation and client-facing skills.
Strong communication and interpersonal abilities.
Assertive, proactive, and solution-oriented mindset.
Effective team leadership and collaboration skills.
Supportive and adaptable in dynamic environments.