Service Delivery Manager

Company : Jondavidson

Job Description - Service Delivery Manager

Service Delivery Manager (SDM) plays a key role in managing BBOX positive relationships with customers and ensuring that we are staying committed to our SLA’s. SDM is responsible for managing their assigned projects’ operating profit and the direct engagement with key internal and external stakeholders. Prior to service Go Live, the SDM will define and implement the required service in parallel with the solution implementation. Once service is live, the SDM will oversee the support responsible for day-to-day transactional activities whilst ensuring contractual commitments are met and being the client’s key point of contact for service management, escalations, and improvement.

Responsibilities:

Manage the transition of services from the project phase into “Business as Usual”

Managing and controlling the specified criteria for service acceptance throughout the project life cycle.

Assessing and scoping the Service Readiness work with the relevant stakeholders including vendors.

Ensure all support functions are aware, prepared, and capable of supporting any new services deployed.

Manages service delivery to customer(s) to deliver contracted service commitments & continual service improvements

Owns service risks, controls service costs and improve productivity of to increase profitability and continually improve cost effectiveness.

Stimulates & defines requirements for new service as part of an IT Service Strategy. Ensures such services are well introduced & accepted.

Monitor service delivery and Service Level Agreements (SLAs), ensuring that BBOX obligations are met, issues escalated and prioritised. Manage aging Incidents and Service Requests or Work Orders closely to ensure that they are updated progressively and closed on time

Contributes to the continual improvement of Service Delivery standards and practices for the Customers and BBOX as well as recommendation for Service Improvement Plans, if need be

Motivates & develops a team of operation managers and technical service staff directly and/or indirectly in provide direction, ensure the team achieve their objectives & to constantly improve quality & interworking.

Assist and work closely with resource managers on resource demand forecasting to ensure The Company can plan and effectively deliver end-to-end services and identify, implement, and drive service improvements to increase customers satisfaction

Responsible for process management and co-ordination for PI’s and RCAs for incidents affecting their respective customers, in conjunction with the BBOX problem management coordinator, ensuring the appropriate BBOX Business implement actions to prevent re[1]occurrences of the same issues

Act as the link between the management team to the customer’s businesses via the Account Management Team

Responsible for the resolution of client’s business action items developed from any of the client feedback forums

Work closely with BBOX Management teams to interpret and plan projects and workload forecasts on an on-going basis

On a regular basis, provides Customers with agreed reporting and trend analysis statistics to pro-actively support and improve the customer’s business and team’s operations processes

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Service Delivery Manager

Job Description - Service Delivery Manager

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