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A leading company in IT services is seeking a Service Delivery Manager to oversee service delivery processes and ensure high customer satisfaction. The ideal candidate will have at least 5 years in service delivery management, strong communication skills, and a proactive attitude, working with teams to improve service quality continuously.
Responsibilities: -
• Perform service design, service strategy, service transition, service operation, and continuous service improvement
• Oversee and provide guidance on service delivery process from start to finish per service contract
• Successfully manage service delivery SLA achievement, and high level of customer satisfaction
• Monitor overall performance of services and timelines to deliver i.e. Ensure Service Quality
• Good communication around issues and opportunities; get things done, make things happen
• Building, maintaining and analysing service reports/records to address any possible issues before it occurs
• Prepare service reports (weekly, monthly) to key internal personal and clients and raise any potential issues
• Conduct Operational meetings, and QBR with Customer on Service Delivery
• Removing obstacles to customer satisfaction and/or financial performance
• Communicating across organizational boundaries – from project managers through to executives
• Following up, escalating and taking action if service delivery is not meeting expectation
• Working with the client and operations teams (Tech/Team Lead and engineers) to identify and manage service improvement activities and propose any amendments to improve processes
• Develop and implement processes with client to ensure effective information flow to speed up delivery timelines and ensuring operations teams are aware of changes and are prepared
• With good people management skills, motivate and lead the team to achieve/surpass the SLA, Manage project P&L Job
Requirements:
• Minimum 5 years experience in Service Delivery Management role in outsource environment
• Provide Manage Support Service in mid-to-large organization on the IT Infrastructure e.g. Networks, systems & storage
• Engage in tender for Service Delivery solution; design, plan, costing, manage on-site delivery team when awarded
• Previous skills in support for enterprise networks, systems& storage would be advantageous
• Excellent written and oral communication skills.
• Ability to work effectively in a dynamic, team oriented environment.
• A self-motivated, proactive, results-oriented individual.