Service Delivery Manager Job Description
This role is responsible for managing the day-to-day relationships with a portfolio of high-value clients to ensure that our company provides high-quality services within acceptable profitability margins.
Key responsibilities include:
* Assisting clients to understand available solutions to meet their needs and exceed their expectations through the application of relationship management disciplines.
* Acting as the escalation point for service, software and consulting support through to resolution.
* Effectively delivering all services conducted for the client, including day-to-day services (billable or non-billable) and projects.
* Ensuring client SLAs are consistently met and actively escalating any risk of exception.
* Running regular client Service Delivery meetings including reporting activities, program performance and additional service opportunities.
* Controlling project schedules to ensure that necessary tasks are completed according to the project plan and report project activities, timelines, impacts and implications to stakeholders.
* Improving the service delivery efficiency through continuous improvements.
* Identifying, assessing, managing project risks and developing and executing mitigation strategies.
* Coordinating resourcing, tracking and managing activities and deliverables to achieve outcomes.
Required Skills and Qualifications
* Strong communication and interpersonal skills.
* Ability to work in a fast-paced environment and prioritize multiple tasks.
* Proven experience in service delivery and project management.
* Excellent problem-solving and analytical skills.
Benefits
* A competitive salary and benefits package.
* The opportunity to work with a dynamic and growing organization.
* Professional development and growth opportunities.