Service Delivery Manager

Job Summary:

The Service Delivery Manager (SDM) is responsible for overseeing the end-to-end delivery of IT services to clients, ensuring high customer satisfaction and the successful implementation of services according to agreed-upon standards and timelines. The SDM will lead cross-functional teams to drive operational excellence, maintain service quality, and act as the primary point of contact for clients regarding service delivery.

Key Responsibilities:

• Client Relationship Management:

o Act as the main point of contact for clients regarding service delivery, ensuring their needs are met and addressing any concerns or issues.

o Develop strong, long-term relationships with key stakeholders to drive customer satisfaction and retention.

o Understand client business requirements and ensure services are aligned with their objectives.

o Conduct regular meetings with clients to discuss service performance, review SLAs, and ensure expectations are being met.

• Service Delivery Oversight:

o Ensure the timely and efficient delivery of services, including on-boarding, implementation, and ongoing support.

o Oversee the service delivery process, from project initiation to completion, ensuring that all milestones are met within scope, budget, and timeline.

o Monitor and report on service performance, identifying areas for improvement and implementing corrective actions as needed.

o Manage the delivery of high-quality services that meet or exceed SLAs, KPIs, and customer satisfaction metrics.

• Team Leadership and Coordination:

o Lead and coordinate cross-functional teams (e.g., technical support, operations, product, sales) to deliver services effectively.

o Provide guidance, mentorship, and support to team members to ensure optimal performance and professional growth.

o Foster collaboration and ensure seamless communication between internal teams and clients.

• Operational Excellence:

o Identify process inefficiencies and drive continuous improvement initiatives to enhance service delivery.

o Manage escalations and ensure issues are resolved in a timely and effective manner.

o Implement and enforce best practices for service delivery, ensuring compliance with company policies, standards, and industry regulations.

• Reporting & Documentation:

o Prepare and deliver regular reports on service performance, client satisfaction, and operational metrics.

o Maintain accurate documentation related to service delivery processes, client interactions, and issue resolutions.

o Track and report on service delivery costs and performance against agreed KPIs.

• Risk & Issue Management:

o Proactively identify potential risks to service delivery and develop mitigation strategies.

o Manage and resolve service delivery issues, ensuring minimal impact to the client and the business.

o Facilitate post-incident reviews to assess root causes and implement preventive measures.

• Service Improvement & Innovation:

o Continuously monitor emerging trends, technologies, and industry best practices to enhance service delivery.

o Collaborate with the product and technical teams to identify opportunities for service improvements and innovation.

o Drive the adoption of new tools and technologies that can enhance the customer experience and streamline service delivery processes.

Qualifications:

• Education:

o Bachelor’s degree in business administration, Information Technology, or a related field. Master’s degree preferred.

• Experience:

o 5+ years of experience in IT service delivery, project management, or customer success in a technology or SaaS company.

o Proven experience managing client relationships and delivering high-quality services.

o Strong background in managing service level agreements (SLAs) and operational metrics.

o Experience in leading and coordinating cross-functional teams.

• Skills & Competencies:

o Excellent communication and interpersonal skills, with the ability to build relationships at all levels of an organization.

o Strong organizational and project management skills, with the ability to handle multiple tasks and priorities.

o Ability to analyze and interpret data to drive decisions and improvements.

o Strong problem-solving skills and the ability to manage complex issues with professionalism and focus.

o Technical understanding of IT systems, infrastructure, and service delivery methodologies (e.g., ITIL).

o Proficiency in using service management tools and platforms (e.g., ServiceNow, JIRA, Zendesk).

Desired Attributes:

• Customer-centric with a passion for delivering exceptional service.

• Strong leadership and team management skills.

• Detail-oriented with excellent process and quality management capabilities.

• Ability to thrive in a fast-paced, dynamic environment.

• Continuous learning mindset and ability to adapt to new technologies and methodologies.