Service Delivery Manager
- Post Date:October 8, 2019
- Views 593
Oversees the delivery of services to clients and creates policies to ensure high quality performance. Creates policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes. Constantly assess customer feedback and make necessary improvements with containing cost.
Identify best practices that deliver services to support business processes. Works with team to ensure all members have adequate training for assignments. Experience in contract negotiation and contract management experience. Strong analytical and interpersonal skills are required. Continuously seek process and quality improvements while containing costs. Utilize experience to execute independent judgement in develop methods, techniques, and evaluation criteria to ensure positive service level agreements and key performance indicators results. Ability to work under pressure and facilitate, resolution of difficult customer problems until resolved. Meet with customer monthly to review department service level agreements and key performance indicators and make adjustments to meet customer expectations.
5 years of related work experience, or Bachelor’s degree, or technical training, or equivalent combination of education and experience.
Have excellent customer engagement/relationship skills
Establish and maintain productive and trusting relationship with customer
Familiar with leading a team of onsite and remote resources in an desktop/smart hands environment
Experience managing managers
Financials / P&L experience desired
Promote/develop best practices and work on continual service improvement initiatives
Contribute to contract add/change processes
Knowledge of project management and ITIL.
Resource allocation and appropriate skill sets resource allocation.