Service Delivery Manager

• Central or East

• Attractive salary packages

• Career Progression Opportunities

Interested applicants can send your resume to linkedcorpterryyeo@gmail.com and allow our Consultants to match you with our Clients. No Charges will be incurred by Candidates for any service rendered.

Job Overview:

The Service Delivery Manager ensures efficient and high-quality service delivery to clients, focusing on performance standards, SLAs, and customer satisfaction.

Job Description:

• Oversee end-to-end service delivery, ensuring all SLAs are met.
• Monitor service performance, quality, and client satisfaction.
• Act as the primary liaison between clients and the service delivery team.
• Lead and manage the service delivery team for optimal efficiency.
• Provide coaching, training, and performance management to the team.
• Collaborate with cross-functional teams (IT, operations, customer support) for seamless service execution.
• Resolve escalated client issues promptly and effectively.
• Conduct regular client meetings to gather feedback and drive improvements.
• Identify and implement process improvements to enhance efficiency and customer experience.
• Track and analyze service performance metrics, initiating corrective actions as needed.
• Prepare and present reports on service performance, incidents, and improvement initiatives.
• Maintain comprehensive documentation on service procedures, escalations, and resolutions.
• Manage service delivery budgets, ensuring cost-effectiveness and quality.
• Ensure compliance with regulatory and contractual requirements.
• Identify and mitigate risks in service delivery.

Requirements:

Educational Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Certifications in Service Management (e.g., ITIL, PMP) are highly preferred.

Experience:

• 3+ years of experience in service delivery or a related field.
• Experience managing cross-functional teams and working in client-facing roles.

Skills:

• Strong communication skills (written and verbal).
• Excellent organizational and time management abilities.
• Analytical mindset to assess performance and drive improvements.
• Ability to build and maintain client relationships and resolve conflicts.
• Proficiency in service management tools (e.g., ServiceNow, Jira).

Technical Skills (Industry-Specific):

• Understanding of IT systems, software, or tools used in service delivery.
• Familiarity with service management frameworks such as ITIL or Six Sigma.