Service Delivery Manager | EBG

 I.  POSITION OVERVIEW

The Service Delivery Manager is responsible for overseeing the delivery and performance of services or technology solutions to clients. This role ensures consistent service quality by developing policies, monitoring teams, analyzing customer feedback, and implementing process improvements.

• Oversee client systems and network infrastructure to maximize service value
• Manage incidents and problems, ensuring SLAs are met or exceeded
• Coordinate service transitions as services are introduced or decommissioned
• Ensure proper use of company tools and information systems while maintaining relevant documentation
• Define SLAs and escalation procedures, providing technical guidance when required
• Build and maintain strong client relationships to enhance service delivery
• Monitor service quality and profitability in line with agreed SLAs
• Establish systems, processes, and methodologies for effective monitoring, control, and support of service delivery
• Generate reports on service performance and account metrics according to schedule or on demand
• Participate in client review meetings to discuss performance, quality improvements, and service enhancements
• Facilitate knowledge transfer to staff to ensure thorough understanding of client systems
• Collaborate with internal teams to provide reliable and resilient service to customers

• Proven experience in managing teams and personnel
• Excellent verbal and written communication skills for interaction with senior management, colleagues, and stakeholders
• Strong analytical and research skills, with a focus on continuous improvement
• Ability to perform effectively under pressure and handle challenging situations logically
• Flexible and adaptable, comfortable working within a dynamic organizational structure
• Capable of independent work while also functioning well in a team environment