Service Delivery Manager

Description

We are seeking a highly motivated and experienced Service Delivery Manager to join our client’s team. This pivotal role combines technical planning with client relationship management to ensure exceptional service delivery. The ideal candidate will oversee Helpdesk and Professional Services standards, focusing on strategy, planning, and customer engagement rather than hands-on technical execution.
  
Responsibiliies:
Service Delivery Management

• Oversee the operational standards for Helpdesk and Professional Services teams, ensuring consistent, high-quality service delivery.
• Develop and implement processes to enhance efficiency, customer satisfaction, and service reliability.
• Monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance and performance targets are met.

Technical Planning

• Collaborate with technical teams to create detailed project plans, ensuring resource allocation aligns with client needs.
• Conduct regular reviews of service delivery processes and recommend improvements based on industry best practices.

Client Relationship Management

• Conduct regular service review meetings with clients to discuss performance, gather feedback, and address concerns.
• Identify opportunities to enhance client satisfaction and build strong, long-term relationships.

Sales Support and Business Development

• Partner with the sales team to understand client business objectives and align services to meet those needs.
• Prepare and present proposals to clients for additional services or solutions.
• Maintain a proactive approach to identifying opportunities for account growth and profitability.

Collaboration and Leadership

• Act as a point of escalation for client issues and work with technical teams to ensure swift resolution.
• Provide guidance and mentorship to service delivery teams, fostering a culture of excellence and continuous improvement.

Requirements:

• Bachelor’s degree in Information Technology, Business Administration, or a related field is desirable
• Proven experience as a Service Delivery Manager, Account Manager, or similar role in IT services delivery environment. Must have a strong understanding of help desk & professional services operations
• Understanding of IT infrastructure, cloud services, and managed service offerings.
• Excellent client-facing skills, with the ability to build and maintain strong relationships.
• Demonstrated ability to identify and pursue business development opportunities.
• Strong organizational skills and attention to detail, with a focus on delivering results.
• Familiarity with SLA management and performance reporting