Service Delivery Manager Job Description

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

Requirements & Skills 2

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

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

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

Requirements & Skills 5

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

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

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

Job summary 10

We are looking to hire a Service Delivery Manager.

Duties & Responsibilities 10

Requirements & Skills 10

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.

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