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:

• 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