Service Delivery Manager

As a Service Delivery Manager typically involves overseeing a range of functions to facilitate the delivery of superior services to the end-users. One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. Key Responsibilities :

• Ensure optimal service delivery and customer satisfaction for an assigned set of clients.
• Manage onboarding projects for new clients and other projects, including the accurate and timely gathering of all information needed to support the client, coordination and scheduling of resources, and management of projects including schedules/timelines, scope, risk, and quality of deliverables.
• Client management with the outcome of high customer satisfaction, retention, and growth by managing day-to-day SLA/KPI adherence and issue resolution, providing invoicing support and contract renewals, and all other business outcomes to MSP clients.
• Responsible for overall project management, including developing business relationships that position the SDM as a strategic advisor from beginning to end of each project's life cycle.
• Responsible for staffing, business satisfaction, prioritization of all deliverables, and ensuring quality of work meets IT and business standards and objectives.
• Develop project plans, including working with the team and IT Tower leads to execute, involving people at optimal levels for project success and overall utilization (goals, deliverables, schedule, budget, resources).
• Assemble and analyze service/support data to provide regular customer reports.
• Educate and consult with customers on best practices and standards for service delivery, ensuring they can speak to corporate/brand standards, as well as industry standards.
• Maintain knowledge of technology products and services provided by the IT Managed Services group.
• Coordinate and participate in Quarterly Business reviews with assigned clients and Account Managers.
• Perform regular risk and trend analysis to help customers identify and mitigate any risks associated with their technology.
• Provide strategic technology guidance to customers based on their business objectives and organizational requirements.
• Manage the lifecycle of customer’s technology stack(e.g., h SLAs) areas of focus (Help desk and End user support, 24/7 Monitoring Team, User Access and Account Management, IT Asset Management, Network Support, SAP and Esker Support, CloudOps Support, Data Center Infrastructure Support, Database Administrator (DBA) Team

• Bachelor’s degree in an IT-related field.
• 5+ years of experience in service delivery..

• Service delivery.
• IT Customer Service.
• Excellent Communication and Customer Service Skills.
• Excellent Organization and time Management Skills.
• Ability to work in a fast-paced environment.
• ITIL Foundations Certified.
• Ability to work independently with little to no supervision