Service Delivery Manager Job Description

Job summary 1

The Service Delivery Manager will supervise the daily activities of remote-based 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 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 on 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 which assures proper resolution, learning and enhancement 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, towards its 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 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 delivery of 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 motivation, rewards and recognition, coaching, counseling, problem solving, and time 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 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 goal of optimizing the managed service value. They will assist in managing the day to day operations while strategically maximizing the productivity of the service desk team in all aspects including new technology implementation, resource allocation, meeting ticket SLA’s, On-Call rotation, and client retention. Daily activities include direct customer engagement at corporate locations, service staff management, infrastructure planning and evaluation.

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 to achieve their learning objective. Ensures we deliver a premium brand experience in order 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

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