Service Delivery Manager (SDM)

Job Summary

The Service Delivery Manager (DFS) plays a critical role in overseeing the profitability and operational excellence of service engagements. This position is responsible for managing escalations, ensuring compliance with service agreements, and driving continuous improvement initiatives. The role also emphasizes team development and customer satisfaction, making it essential for achieving the organization's strategic objectives.

Key Responsibilities

1. Implement Process Improvement Initiatives By Leveraging Lean It Methodologies And Automation Tools To Enhance Operational Efficiency And Minimize Human Error In Service Delivery.
2. Plan And Execute Program And Delivery Management Strategies, Ensuring That Project Margins And Deliverables Align With Financial Targets As Outlined In The Statement Of Work (Sow).
3. Lead And Mentor The Service Delivery Team, Fostering An Environment Of Engagement And Professional Development To Improve Employee Retention And Performance.
4. Cultivate Strong Customer Relationships By Ensuring High Levels Of Engagement, Satisfaction, And Referenceability Through Proactive Communication And Feedback Mechanisms.
5. Drive Resource Upskilling And Development By Facilitating Internal Training Programs And Growth Opportunities, Aligning Team Capabilities With Organizational Needs.

 Knowledge Management: Develop and update standard operating procedures (SOPs) and technical documentation. Shift-Left Initiatives: Train junior staff to handle increasingly complex issues, reducing the burden on higher-tier escalation teams. Process Optimization: Analyze support data to identify recurring technical bottlenecks and propose permanent solutions Queue Management: Monitor the ticketing system (e.g., Zendesk, ServiceNow) to ensure service-level agreements (SLAs) are met. Tier-3 Escalations: Act as the senior point of contact to troubleshoot and resolve complex hardware, software, and network issues. Major Incidents: Coordinate the response during major IT outages, communicating updates to affected business units

Skill Requirements

1. Strong Understanding Of Service Delivery Management Principles And Practices.
2. Proficiency In Lean It And Process Improvement Methodologies.
3. Excellent Leadership And Team Management Skills.
4. Solid Customer Relationship Management And Engagement Capabilities.
5. Experience In Financial Management And P&L Oversight.

Knowledge Management: Develop and update standard operating procedures (SOPs) and technical documentation. Shift-Left Initiatives: Train junior staff to handle increasingly complex issues, reducing the burden on higher-tier escalation teams. Process Optimization: Analyze support data to identify recurring technical bottlenecks and propose permanent solutions Queue Management: Monitor the ticketing system (e.g., Zendesk, ServiceNow) to ensure service-level agreements (SLAs) are met. Tier-3 Escalations: Act as the senior point of contact to troubleshoot and resolve complex hardware, software, and network issues. Major Incidents: Coordinate the response during major IT outages, communicating updates to affected business units

Other Requirements

1. Relevant Certifications Such As Itil, Six Sigma, Or Pmp Are Optional But Valuable

Knowledge Management: Develop and update standard operating procedures (SOPs) and technical documentation. Shift-Left Initiatives: Train junior staff to handle increasingly complex issues, reducing the burden on higher-tier escalation teams. Process Optimization: Analyze support data to identify recurring technical bottlenecks and propose permanent solutions Queue Management: Monitor the ticketing system (e.g., Zendesk, ServiceNow) to ensure service-level agreements (SLAs) are met. Tier-3 Escalations: Act as the senior point of contact to troubleshoot and resolve complex hardware, software, and network issues. Major Incidents: Coordinate the response during major IT outages, communicating updates to affected business units