Service Delivery Manager
5 months ago
**Key Accountabilities**:
- Develop services relationship with clients and conduct service reviews. Review performance reports, service improvements, service quality and processes with the clients and own improvements,
- Develop services relationship with internal business units and conduct service reviews. Review performance reports, service improvements, service quality and processes with the business in conjunction with business solution managers,
- Manage the performance of services to business (24 x 7, 365 days per year), ensure that service levels are achieved in line with agreements,
- Ensure client satisfaction related with contractual services delivery,
- Review performance reports, service improvements, service quality and processes with vendors & respective service owners,
- Provide client management and internal management with performance reports,
- Lead and manage the continuous improvement of the services in collaboration with the Product teams,
- Ensure compliance with IT Policies, Security Standards and strengthen internal controls. Identify and manage key risks related to the services and service delivery models,
- Liaise with relevant managers and stakeholders in Sales and Products to ensure full collaboration and understanding on critical topics and avoid any escalations,
- Contribute to the improvement of Service Delivery Practices, procedures, methodologies and tools through identification of and participation in improvement initiatives,
- Liaise with business units to establish and build the required Operation Level Agreement or Service Level Agreement in order to maintain and continuously improve Operation Centre capabilities,
- Lead and Develop plans and procedures for daily process monitoring including the integration into the governance: how to receive and report performance reports; how to monitor escalations from clients in Managed Services,
- Lead Service Operations and Service Delivery teams to meet individual targets and KPI’s by planning issue resolution effectively and adhering to SLAs in order to deliver a timely solution to customers,
- Direct the Service Delivery teams and Service Management support functions in order to ensure the best performance for the customer infrastructure and to guarantee deliveries of the required daily SLAs and KPIs as per the contractual agreement,
- Coordinate with other internal units in Operations and Commercial, external third-party suppliers.
4. Qualifications, experience, skills and competencies
**Qualifications**:
- Bachelor degree, preferably in Computer Science or IT field, a Master degree is a plus.
**Experience**:
- Minimum 5-7 years broad based experience in Service Delivery Management, ideally worked for an Outsourcing and Managed Services companies.
**Skills**:
- Strong time-management and organizational skills, comfortable working both collaboratively and independently,
- Comfortable interacting and building relationships with individuals across all levels and areas of the company and customer organizations,
- Strong in personal networks and relationship management, persuasion and influence skills and ability to encourage, motivate and stimulate collaboration across the service delivery, customer operational organizations and stakeholders,
- Analytical and systems thinking, conflict resolution and negotiation to involve all project stakeholders to drive, implement and institutionalize a change to ensure organizational objective are met,
- Sense of balance between the roles of Service Delivery and Sales, Products organizations,
- Strategic thinking with high attention details,
- Proven working experience as a Service Delivery Manager for complex and hybrid cloud and cyber security managed services.
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