Service Delivery Manager | EBG

I. PURPOSE

A service delivery manager oversees the delivery of services or service technology to a company's clients or customers. The manager establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes. 

II. RESPONSIBILITIES

The Manager is responsible for ensuring the smooth running of our Customers systems and network infrastructure ensuring they get maximum benefits from them. Tasks may include:

• Problem and Incident management ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded).


• Service transition for customers as services are added or removed.


• Ensure the company tools and information systems are utilized correctly and relevant information is provided.


• Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations.


• To build services relationships with clients.


• Ensure quality and profitable services are performed to the agreed SLA.


• To specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.


• To ensure reports are provided to an agreed schedule (or on request), including management and account performance reports.


• Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.


• Responsible for the delivery of services within the SLAs and KPIs.


• To ensure quality of services.


• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.


• Ensure transfer of knowledge to other staff to ensure the Customers systems are understood


• Work as a team member within the organization to provide a resilient service to our customers

III. SKILLS

• Thorough knowledge of managing teams and personnel


• A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders


• Ability to research subjects, with a commitment to provide continuous improvement


• To work under pressure and think clearly in challenging situations in a logical manner


• To be flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self sufficiency as necessary, with the ability to work under minimal supervision