Service Delivery Manager[SI Company/ITIL or Six Sigma/service management tools (e.g., ServiceNow, Jira]

Job Overview:

The Service Delivery Manager is responsible for ensuring the efficient and high-quality delivery of services to clients. This role focuses on maintaining performance standards, meeting service level agreements (SLAs), and ensuring customer satisfaction.

JOB DESCRIPTION:

• Oversee the end-to-end service delivery process, ensuring all agreed service levels are achieved.
• Monitor service performance, quality, and client satisfaction, ensuring alignment with expectations.
• Act as the primary liaison between clients and the service delivery team, understanding and addressing client needs.
• Lead and manage the service delivery team, ensuring optimal efficiency and effectiveness.
• Provide coaching, training, and performance management to enhance team capabilities.
• Collaborate with cross-functional teams (IT, operations, customer support) to ensure seamless service execution.
• Address and resolve escalated client issues, ensuring quick and effective resolutions.
• Conduct regular client meetings to gather feedback and drive service improvements.
• Identify and implement process improvements to enhance efficiency and customer experience.
• Track and analyze service performance metrics, initiating corrective actions as needed.
• Prepare and present regular reports on service performance, incidents, and improvement initiatives.
• Maintain comprehensive documentation on service procedures, escalations, and resolutions.
• Manage service delivery budgets, ensuring cost-effectiveness while maintaining quality.
• Ensure all services adhere to regulatory and contractual requirements.
• Identify potential risks in service delivery and implement proactive mitigation strategies.

REQUIREMENTS:

EDUCATIONAL QUALIFICATIONS:

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Certifications in Service Management (e.g., ITIL, PMP) are highly preferred.

EXPERIENCE:

• 3+ years of experience in service delivery or a related field.
• Experience in managing cross-functional teams and working in a client-facing role.

SKILLS:

• Strong communication skills (both written and verbal).
• Excellent organizational and time management abilities.
• Analytical mindset to assess service performance and drive improvements.
• Ability to build and maintain client relationships and resolve conflicts.
• Proficiency in service management tools (e.g., ServiceNow, Jira).

TECHNICAL SKILLS (INDUSTRY-SPECIFIC):

• Understanding of IT systems, software, or tools used in service delivery.
• Familiarity with service management frameworks such as ITIL or Six Sigma.