Service Delivery Manager Job Description

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Service Delivery Manager Job Description

Job descriptions
Administration and Office Support

Job summary 1

The Service Delivery Manager will supervise the daily activities of the remote-basa ed 24-hour call center and interface with customers and vendors as necessary. In addition to utilizing his/her expertise to supervise, support, coach, and direct,t Team Members, he/she will provide feedback to his/her team. This Service Delivery Manager will serve in the capacity to lead and set the example of Extraordinary Every Time for a team of 10+ individuals. In addition to this leadership role, he/she will handle escalations and monitor the overall traffic flow of requests via all access channels. This person will serve as an expert in team member service delivery and maintain knowledge of all corporate policies and procedures and clients.

Duties & Responsibilities 1

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Requirements & Skills 1

Job summary 2

We are currently seeking a Service Delivery Manager to lead Company’s customer support efforts through our diverse Contact Center network. The right candidate will have the ability to dissect customer feedback to identify gaps in communication as well as the appropriate operational or systemic fixes which need to be installed. All of this must be done in a disciplined manner that assuthatroper resolution, learning, and enhance, cementing of the customer experience. The Service Delivery Manager is a service critical position. The successful candidate must bring extensive experience in contact center vendor leadership and service delivery.

Duties & Responsibilities 2

Supports the day-to-day operations of the contact center operations.
Works directly with partners to ensure that all contacts are answered, addressed, and manage, ed with the highest level of service
- Supports and enforces the quality standards governing customer interactions, designed to ensure that the customer experience is consistent across all customer touchpoints, within our internal group as well as throughout our outsourced partner network.
- Support the Voice of the Customer program unifying the Contact Centers around a common process for satisfaction surveys and customer feedback throughout the end to end end-to-end process
- Investigate and analyze call drivers.

Requirements & Skills 2

5+ years of leadership experience in the Contact Center Industry.
A strong understanding of the contact center environment and the role the client to client-to-vendor plays in the attraction, retention, and performance of high-quality partners.
Comprehensive understanding of industry standard KPI metrics along with the willingness to develop and introduce new KPIS.
- Knowledge of both the employee and Independent Contractor contact center models.
- Experience and comfort level driving multiple initiatives involving multiple stakeholders, both internal and external, at once.
- Ability to travel up to 25%.

Job summary 3

The Service Delivery Manager will be accountable, to internal stakeholders, primarily Product Managers (employee digital journey first) and Business representatives, for the value delivery of services covering IT end-user support, IT service desk, and VIP s, services. The main objective is, through the end-to-end orchestration of internal key resources and external partners, to achieve for its internal stakeholders the key value and performance indicators’ targets over time in a consistent way, in the context of ‘One Desk’ transformation for IT end-user services (1 single supplier for Service Desk, integrating all upstream external workplace services)

Duties & Responsibilities 3

Supervise delivery with internal stakeholders, facilitating any decision or escalation, focusing on customer satisfaction
Organize monthly, quarterly, and yearly,y business reviews with internal stakeholders and suppliers and develop relationships and feedback channels to improve continuously the services
Define and track the performance e of services (and related solutions and processes) and implement reporting on SLAs & KPIs
Define and follow up the financial picture of service delivery, focusing on the cost-effectiveness of the covered services
Coordinate actions from platform teams (workplace platform primarily) in driving overall performance of the services (customer satisfaction and cost-effectiveness)
Develop best practices framework on the way of the worthy king: templates, presentations, resource & capacity management.
- Develop strategic relationships with internal stakeholders and partners/vendors
- Share with internal stakeholders (products, platforms) and suppliers Workplace roadmap information and secure relevant internal/external suppliers’ delivery, with regular review of priorities
- The responsibilities potentially include the role of the lead, for a community of key dedicated support services contributors (example : IT VIP service Lead, IT Service Desk Service Lead, ….), accountable for the proper capacity management of the resources contributing to the various squads driven by Products and for the development and coaching of those individuals.

Requirements & Skills 3

Job summary 4

Our customers love us, and as a Service Delivery Manager (SDM), you have the opportunity to be the voice of the customer and ensure that your portfolio remains delighted by acting as their advocate and the conduit between the customer and Company. The Service Delivery Manager will help us provide a personalized interface to nominated customers, and takes responsibility for the delivery of f services to those nominated customers. These services include complex managed services and consulting engagements.

Duties & Responsibilities 4

Provide oversight, help the cand client build scalable and robust backend infrastructure that will support their needs by understanding them and translating the client’s needs to the operational delivery teams
Strive to find better solutions to problems while keeping your focus on the client's success
- Find better solutions to problems while keeping your focus on the client's success
- Build strong internal and external relationships
- Be equally responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA’s) andSLAsSLAsr contractual obligations that are deemed necessary and are previously agreed

Requirements & Skills 4

Job summary 5

The Service Delivery Manager is responsible for the daily management of a team of employees to include including, including rewards and recognition, coaching, counseling, and problem problem-solving management. To ensure success the Service Delivery Manager must possess effective communication, leadership, and business acumen skills in a high-volume contact center. The aspirant must have demonstrated the skills listed below in their professional career.

Duties & Responsibilities 5

Analyze team and individual statistics; prepare reports; devise and implement incentive programs to improve metrics while maintaining Quality.
Perform call monitoring and provide trending data to the site management team on a day-to-day basis.
Ensure that client and provider issues are dealt with in a timelpromptly>Time and attendance management of all associates
Provide daily attendance and floor support
Provide performance coaching and implement strategies for career development
- Create initiatives to increase motivation, excitement, and retention
- Perform quality evaluations to ensure quality metrics are met
- Other office duties as assigned.

Requirements & Skills 5

5 years’ experience in call center management preferred.
Demonstrated ability to manage multiple projects.
Excellent interpersonal and communication skills both written and verbal.
- Knowledge of office operations and policies.
- Ability to multi-task and use multiple applications
- Must be technically savvy; proficiency in Word, Excel, Windows, and Outlook

Job summary 6

As a Service Delivery Manager, you will play a key role in bringing Company's entire service offering to market. You will be responsible for the scoping and delivery of our end-to-end service offering in the context of concrete opportunities, across the different service domains, together with our internal Professional Services teams and Solution Partners.

Duties & Responsibilities 6

Turn our entire service offering into a real differentiator in the market, reducing time-to-value and increasing impact for our customers
Identify additional needs in terms of services in the market and collaborate with our Professional Services teams and Solution Partners to extend our offering accordingly
Collaborate with Customer Success to drive up-sells and renewals of existing customers and guide them through their journey towards Sales Enablement maturity
Support in building out our Marketplace through which we can bring our platform extensions (training content, experience apps, integrations), as well as our service offerings to market
- Act as a single point of contact for our GTM teams and customers: Anticipate and articulate client needs to become a trusted advisor and a strategic business partner
- Leveraging our entire service offering, coordinate all internal and external stakeholders to define a complete and consistent proposal from a service perspective
- Provide continuity between sales and delivery by ensuring a smooth transition to the teams responsible for delivering the proposed services and staying involved from a coordination/steering perspective throughout the entire customer lifecycle

Requirements & Skills 6

Job summary 7

The primary role of the Service Delivery Manager is to provide leadership and supervision for a dedicated Helpdesk support team. They will focus on proactive solutions to support the contract relationship and business relevance with the gto optimize service value. They will assist in managing the day-to-day day-to-days while strategically maximizing the productivity of the service desk team in all aspects including new technology implementation, resource allocation, meeting ticket SLAs, On-SLAsrotation, and client retention. Daily activities include direct customer engagement at corporate locations, service staff management, infrastructure planning, and evalu, action.

Duties & Responsibilities 7

Requirements & Skills 7

Job summary 8

The Service Delivery Manager is responsible for the overall quality of service delivery of an ongoing plan for one or more clients. The position focuses primarily on maintaining the ongoing delivery of service through day-to-day relationships with the client and internal partners.

Duties & Responsibilities 8

Works closely with the Client Implementation Project Manager to define requirements and process flow. They may also be involved in the initial training of the team, Service Center Content Creation, and training delivery.
As the project moves from implementation to ongoing plan management and administration, they are responsible for building effective and efficient liaisons between all portions of the team, such as the Client, Operations, Service Center, Data Management, Production Support, and Techn, ology.
Develops project schedules, process flows and timely,ines,delegatess tasks to meet deliverables, monitors and provides updates on the status of outstanding issues, process improvements and finan,cials. They work closely with the Client on service delivery topics and look to look ways to improve processing.
As clients request mid plan ymid-planges to processes or new legislation is implemented, the Client Manager leads the requirements definition process, coordinates the implementation efforts and the transition of new features to Production, ensuring that all members of the team are aware of the changes.
Manages the scope of requirements and testing activities.
- Responsible for building a cohesive, client-focused team within client services and across operations. They integrate team efforts through status meetings and sharing appropriate information to leverage knowledge across team members.
- Acts as a subject matter expert (knowledge resource) for the team on such topics as plan provisions, processing procedures, client-specific topics, and alternatives for service delivery.
- Minimum travel to client locations may be required.

Requirements & Skills 8

Job summary 9

The Service Delivery Manager assures maximum satisfaction of our customers by managing their expectations in order their learning objectives. objectives deliver a premium brand experience to create long-staying, loyal customers.

Duties & Responsibilities 9

Requirements & Skills 9

College degree or equivalent experience
Exceptional interpersonal and communication skills
Strong customer service skills
Sales experience strongly preferred
Be able to take initiative and work independently
- Be flexible in working hours
- Be fluent in English (proficient in spoken and written English). A second language is desirable.
- Proficiency in Internet and Microsoft applications (Outlook, Word, Excel, PowerPoint)

Job summary 10

We are looking to hire a Service Delivery Manager.

Duties & Responsibilities 10

Requirements & Skills 10

Certification credentialed from the International Association of Information Technology Asset Managers preferred.
High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required.
- 3 years of experience required.
- 5 years of experience preferred.
- 1 year of leadership or management experience preferred.

Frequently asked questions

What Does a Service Delivery Manager Do?

A Service Delivery Manager is responsible for ensuring the delivery of high-quality services to customers. They play a critical role in ensuring that the services provided by an organization meet the needs and expectations of its customers. The main duties and responsibilities of a Service Delivery Manager include:

Service delivery planning: Develop and implement plans to ensure the delivery of high-quality services to customers.

Customer relationship management: Maintain and manage relationships with customers to ensure their satisfaction with the services provided.

Service delivery monitoring: Monitor the delivery of services to customers, track performance, and take action to resolve any issues that arise.

Service improvement: Continuously analyze and improve service delivery processes to ensure they are effective and efficient.

Resource management: Manage resources, including personnel and equipment, to ensure that services are delivered efficiently and effectively.

Reporting and analysis: Prepare reports on service delivery performance and analyze data to identify areas for improvement.

Budget management: Manage the service delivery budget, ensuring that resources are used effectively and efficiently.

Risk management: Identify and manage risks that could impact the delivery of services to customers.

Stakeholder management: Build and maintain relationships with stakeholders, including customers, suppliers, and internal departments.

Team management: Manage, motivate, and develop a team of service delivery personnel to ensure they are equipped to deliver high-quality services.

Overall, a Service Delivery Manager is responsible for ensuring that customers receive high-quality services in a timely and efficient manner. They must have excellent customer service skills, strong leadership and management abilities, and be able to analyze data and implement continuous improvement initiatives.

What makes a good Service Delivery Manager?

A good Service Delivery Manager possesses the following qualities and skills:

Customer-focused: A strong customer-centric approach, with a commitment to delivering high-quality services that meet customer needs and expectations.

Communication skills: Excellent verbal and written communication skills, with the ability to clearly articulate ideas and plans to customers, stakeholders, and team members.

Leadership and management skills: Ability to lead, motivate, and manage a team of service delivery personnel, ensuring they are equipped to deliver high-quality services.

Problem-solving skills: Ability to quickly identify and resolve issues that arise in the delivery of services to customers.

Analytical skills: Ability to analyze data, identify trends, and make informed decisions to continuously improve service delivery processes.

Time management skills: Ability to prioritize and manage time effectively, ensuring that services are delivered efficiently and to deadlines.

Project management skills: Ability to effectively plan and manage projects, ensuring they are delivered to scope, on time, and within budget.

Adaptability: Ability to adapt to change, embrace new ideas and processes, and continuously improve service delivery processes.

Attention to detail: Ability to pay close attention to details, ensuring that services are delivered accurately and to a high standard.

Commercial awareness: Understanding of commercial and financial factors that impact service delivery, and the ability to make informed decisions based on these factors.

Stakeholder management skills: Ability to build and maintain positive relationships with stakeholders, including customers, suppliers, and internal departments.

Overall, a good Service Delivery Manager is customer-focused, proactive, and has strong leadership, management, and problem-solving skills. They have a commitment to continuously improving service delivery processes and are able to effectively manage a team and deliver projects to scope and on time.

Olivia Powell
Recruiting expert

Last updated Oct 11

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Frequently asked questions

What Does a Service Delivery Manager Do?

What makes a good Service Delivery Manager?

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