Service Delivery Manager

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

Bachelor's degree in a related field (e.g., computer science, engineering, business administration) or equivalent work experience.

At least 1 year of proven experience as a Delivery Lead or Project Manager.

Strong understanding of waterfall, agile methodologies, including Scrum, Kanban, and other related practices.

Excellent leadership, communication, and interpersonal skills.

Strong problem-solving and decision-making abilities.

Proficiency in project management tools and agile collaboration tools

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