Overview
The Service Delivery Manager plays a crucial role in ensuring the smooth delivery of services to clients. They oversee the implementation of service projects, manage client relationships, and drive continuous improvement in service delivery processes.
Key Responsibilities
- Develop and maintain strong client relationships
- Implement and manage service delivery processes
- Provide leadership and direction to service delivery teams
- Ensure service delivery meets quality standards
- Identify areas for improvement and implement solutions
- Monitor service performance and produce reports
- Collaborate with internal teams to meet client needs
- Manage service delivery budgets and resources
- Participate in client meetings and presentations
- Resolve escalated issues and complaints
- Stay updated on industry best practices
- Conduct performance evaluations of service delivery teams
- Ensure compliance with service level agreements
- Contribute to the development of service delivery strategies
- Lead and support service delivery projects
Required Qualifications
- Bachelor's degree in Business Administration or related field
- Proven experience in service delivery management
- Demonstrated leadership and team management skills
- Strong understanding of project management principles
- Excellent communication and interpersonal abilities
- Ability to analyze data and produce actionable insights
- Customer-focused mindset and strong problem-solving skills
- Proficiency in relevant software and tools
- Knowledge of industry regulations and standards
- Ability to work effectively in a fast-paced environment
- Strong organizational and time management skills
- Certification in Service Management (e.g., ITIL) is a plus
- Proven track record of meeting and exceeding service delivery targets
- Strong negotiation and conflict resolution abilities
Skills: regulatory knowledge,quality standards,service management certification,customer service,process improvement,fast-paced environment,problem-solving,project management,negotiation,interpersonal skills,client relationship management,time management,budget management,leadership,conflict resolution,industry best practices,service delivery,communication,data analysis
