Service Delivery Manager
Posted on :
20-10-2022
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Job Description
- Review and revise the operational aspects of the account with the reporting managers on a weekly basis.
- Make critical business decisions to meet customer expectations
- Evaluate team member's performance and determine training needs
- Perform resource allocations and workload assignments according to delivery requirements
- Ensure compliance with project standards and quality assurance procedures
- Risk management - Early identification and preparation of mitigation strategies.
- Review project status and project metrics on a weekly/monthly basis with the client.
- Periodic reviews of all the project/account level metrics with onshore and offshore management team.
- Meetings with the organization offshore quality assurance group to provide client feedback on the deliverables
- Identify risks at the Account level and formulate mitigation plans
- Ensure effective and clear communication of Client team's requirements, expectations, and feedback to the team at onshore and offshore
- Maintain a good relationship with key executives and managers at Client and work towards strengthening them. Close coordination with Client site directors and operations managers to ensure good understanding and alignment with Client IT goals.
- Cultivate key client relationships, which lead to new business opportunities. Participate in relationship reviews and contract reviews with clients. Ensure invoicing and revenue collection are done on time.
- Meeting with the key managers and executives to understand key client issues and translate client issues into opportunities for development of new services.
- Analyze strengths and weakness of key competitors and be aware of the latest trends in business.
- Write or assist in the writing of new project proposals and statement of works and formally present the same to client
- Recurring meetings with Co-sourcing team to understand the demand pipeline.
- Forecast the near- and long-term resource count and skill set requirements for the deployment projects.
- Work with the organization resource management team to ensure timely availability of resources.
- Work with IT co-sourcing to get a good understanding of the scope, deliverables and timelines required for new deployments.
- Participate in effort, cost discussions with Client Co-Sourcing team.
- Work with Client Co-Sourcing team to implement the contracts.
- Works with Finance team to ensure the invoice/revenue collection for the account are set.
- Present monthly metrics to the Client directors/IT team regarding the health of the projects
- Responsible for capability and capacity building of the Customer Relationship Management team.
- Work with Sales team for new opportunities.
- Customer and Vendor Negotiations based on need
- Vendor Management
Employment Type
Full Time
Key Skills
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