Service Delivery Manager
Posted on :
18-08-2024
Employer Active
1 Vacancy
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Job Description
- The Service Delivery Manager's main objective is to manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved
- Define service level agreements (SLA) related to contracted services and have an excellent understanding of the contract
- Responsible for the cost and quality of solutions delivered by the technical delivery teams including offers, implementation, and operations
- Managed the IT Service Delivery team, taking responsibility for the service desk, desktop support, and application support
- Ensure SLAs are achieved and client expectations are met (or exceeded)
- Build service relationships with clients
- Manage the IT Service Delivery team and be responsible for career development and appraisals
- Ensure that systems, processes, and methodologies as specified are followed to ensure effective monitoring, control, and support of service delivery
- Provide reports to an agreed schedule (or on request), including management and account performance reports
- Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes
- Drives up the quality of solutions (availability and performance) and drives down cost
- Understand and underpin the implementation of IT Service Strategies supporting Customer environments
- Participate in the gross profitability of the account
- Work to mitigate the impact of service failures and improve quality
- Responsible for the continued provision of delivered services, to agreed quality
- Manage the delivery of service from delivery units and other direct service suppliers
- Act as an escalation point for Incident Managers
- Responsible for the identification and tracking, within the delivery teams, of true problems to completion. Initiating any necessary escalations
- Provide input into bids, due diligence, and transition planning for new contracts
- Review all major changes and projects affecting areas of responsibility, checking the impacts of each change
- Underpin the Operational Level Agreements within the delivery units where specifically needed (i.e. where the Customer requirements differ from the service level in standard service descriptions)
- Keeps a P/L of the customer and keeps track of the right Accruals/Invoices to be made to keep the accounting system up to date
Employment Type
Full Time
Department / Functional Area
Key Skills
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