Service Delivery Manager

The Service Delivery Manager is a delivery leadership position in the organization in which the individual manages one or more projects / project teams / programs at a time. This role is responsible for managing customer expectations, delivery of services, and all-around client outcomes. The role quantifies the business benefits of project outcomes throughout the engagement. This role collaborates closely with cross-functional teams to optimize service delivery processes, maintain service level agreements (SLAs), and drive continuous improvement initiatives.

Responsibilities and Duties

Solution Delivery :

• Gain a clear understanding of customers’ environment.
• Deliver services according to the terms and conditions of our contract.
• Build a solid relationship with the customer and internal stakeholders.
• Review and manage resource requirements.
• Manage engagement financial requirements (timecards, invoices, budget).
• Update internal and customer facing SharePoint sites.
• Prepare regular reports on service delivery performance, including SLA compliance, service metrics, and operational efficiency.
• Maintain accurate documentation of service delivery processes, procedures, and client communications.
• Conduct data analysis to drive informed decision-making and continuous improvement efforts.
• Schedule and host meetings internally and with the customer.
• Manage and maintain all required documents from new hires to end of employment.
• Build and maintain schedules that are conducive to the needs of the business.
• Review calls / tickets / emails / chats for quality, consistency and process adherence.
• Lead and support the team, ensuring adherence to operational standards and service excellence.
• Provide coaching, mentoring, and professional development opportunities to team members.
• Provide performance reviews as required.
• Monitor service performance metrics, analyze trends, and implement corrective actions as needed to maintain service quality and deliver continual improvement.