Service Delivery Manager

Job Description

Responsibilities:

Overall Performance Management:

• Oversee the performance and governance of Statements of Work (SOWs), ensuring SLAs are met consistently.
• Manage day-to-day operations, ensuring smooth service delivery according to client requirements and expectations.
• Identify, resolve, and implement preventative measures for service delivery issues.
• Manage transitions during setup or expansion phases.

Infrastructure and Service Delivery:

• Establish necessary infrastructure (technology, HR, financial, facilities, etc.) to ensure efficient service delivery.
• Implement service delivery processes and reporting mechanisms to monitor and track performance.

Team Leadership and Development:

• Recruit, hire, and train new personnel to respond to customer inquiries and complaints effectively.
• Provide mentorship, career development, and training to managers and team members to foster high engagement and low attrition.
• Drive continuous improvement initiatives for teams, focusing on productivity, quality, and overall performance.

Client Relations and Escalation:

• Serve as the main point of contact for clients, ensuring high-level communication and issue resolution.
• Identify and flag business risks in a timely manner, escalating as necessary to mitigate impact.

Operational Improvement:

• Analyze and improve operational systems and processes to ensure consistency, efficiency, and growth.
• Perform quality control and monitor key performance indicators (KPIs), generating reports for analysis.
• Develop and implement strategic processes to improve productivity and guarantee organizational well-being.

Scheduling and Task Distribution:

• Create and manage scheduling and task distribution to meet business needs and service level agreements.