Service Delivery Manager

Position : Service Delivery Manager

Location : Atlanta GA

Duration : Fulltime

Job Description

Stakeholder Interaction & Management

Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts

Interact and engage with the client manager to communicate and update progress against account plan project delivery etc.

Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account

Work with quality team to ensure the quality improvements as per the delivery standards of the contract

Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Effective Team Management

Resourcing

Hire adequate and right resources for the team

Talent Management

Ensure adequate onboarding and training for the team members to enhance capability & effectiveness

Build an internal talent pool and ensure their career progression within the organization

Manage team attrition

Drive diversity in leadership positions

Performance Management

Set goals for the team conduct timely performance reviews and provide constructive feedback to own direct reports

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

Functional Competencies/ Skill

Domain/Industry Knowledge Awareness and knowledge of broad economic demographic technological and global trends in the ITES/BPO industry Competent

Technical Knowledge FLM Certification by Wipro Knowledge of operational processes quality certifications etc. in a BPO/ITES setup Competent

Project Management Knowledge of project management and hands on experience in Agile methodology Competent

Behavioural Competencies

Project Management Skills

Analytical Skills

Execution Excellence

Managing Complexity

Handling Pressure

Client centricity

Passion for results

Nurturing people

Stakeholder Management