Service Delivery Manager

Job Description :

• Client Relationship Management :
• Building and maintaining strong relationships with clients, acting as the primary contact for service-related inquiries and concerns.
• Service Level Agreement (SLA) Management :
• Monitoring adherence to SLAs, identifying potential issues, and taking corrective actions to ensure timely and quality service delivery.
• Team Leadership :
• Leading and motivating service delivery teams, assigning tasks, and providing coaching and support to ensure optimal performance.
• Performance Monitoring :
• Defining key performance indicators (KPIs), tracking service delivery metrics, and analyzing data to identify areas for improvement.
• Issue Resolution :
• Managing escalations, investigating service disruptions, and coordinating timely resolution of client issues.
• Reporting and Communication :
• Preparing regular performance reports for stakeholders, including client updates on service delivery status and key metrics.
• Process Improvement :
• Identifying opportunities to optimize service delivery processes, implementing changes to enhance efficiency and effectiveness.
• Budget Management :
• Monitoring service delivery costs, identifying potential cost-saving measures, and managing budgets within allocated limits.
• Stakeholder Management :
• Collaborating with cross-functional teams across the organization to ensure alignment with service delivery objectives.

Requirements

Qualifications :