Service delivery Manager

Overview

The Service Delivery Manager plays a crucial role in ensuring the smooth delivery of services to clients. They oversee the implementation of service projects manage client relationships and drive continuous improvement in service delivery processes.

Key Responsibilities

• Develop and maintain strong client relationships
• Implement and manage service delivery processes
• Provide leadership and direction to service delivery teams
• Ensure service delivery meets quality standards
• Identify areas for improvement and implement solutions
• Monitor service performance and produce reports
• Collaborate with internal teams to meet client needs
• Manage service delivery budgets and resources
• Participate in client meetings and presentations
• Resolve escalated issues and complaints
• Stay updated on industry best practices
• Conduct performance evaluations of service delivery teams
• Ensure compliance with service level agreements
• Contribute to the development of service delivery strategies
• Lead and support service delivery projects

Required Qualifications

• Bachelor s degree in Business Administration or related field
• Proven experience in service delivery management
• Demonstrated leadership and team management skills
• Strong understanding of project management principles
• Excellent communication and interpersonal abilities
• Ability to analyze data and produce actionable insights
• Customerfocused mindset and strong problemsolving skills
• Proficiency in relevant software and tools
• Knowledge of industry regulations and standards
• Ability to work effectively in a fastpaced environment
• Strong organizational and time management skills
• Certification in Service Management (e.g. ITIL) is a plus
• Proven track record of meeting and exceeding service delivery targets
• Strong negotiation and conflict resolution abilities

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