The Service Delivery Manager is responsible for designing, planning, and implementing strategic initiatives to generate revenue and increase profitability on Managed Services business unit. This includes but is not limited he setting financial goals and managing resources to achieve business objectives and maximize value.
Design, plan and implement strategic initiatives to generate revenue and increase profitability on Managed Services business unit. This includes but is not limited to setting financial goals and managing resources to achieve business objectives and maximize value.
Build strategic partnerships with clients and key stakeholders to establish a strong foothold in their core business thereby gaining access to business growth.
Drive Service Portfolio Management of the business unit to ensure the right mix of services offered are aligned to the Company’s overarching business goals and priorities, maximizing the value on investment.
Champion operational excellence to drive the lowest cost to serve and gain a competitive advantage in the Managed Services market.
CLIENT RELATIONSHIP MANAGEMENT AND CUSTOMER SATISFACTION (30%)
Establish policies and procedures designed to ensure consistently high service performance in service delivery as well as total customer experience.
Identify and analyze issues that prevent delivery of high-quality service to end-users and implement remediation and preventive actions using Six Sigma concepts and other best practices.
Provide functional, technical, and process leadership on Service Delivery management by leveraging the result on customer feedback analysis performed, Customer Satisfaction Index (CSI), and other analytical tools designed to measure customer satisfaction to improve client retention.
CONTRACT MANAGEMENT (30%)
Owns the Service Level Agreement and all other contractual obligations as the Managed Service Provider in all engagement.
Manages the implementation of these obligations in an effective manner including the risks involved throughout the contract.
Other job-related activities that may be assigned from time to time.
Education – At least graduate with a Bachelor’s or Master’s Degree in IT, Computer Science, Engineering, or any related course.
Related Work Experience – At least 10 years of experience in a managerial role for IT Service Delivery Operations for international clients.
At least 5 years experience in any IT Technical role – developer, system administrator, DBA, solutions architect, network mgt.
At least 2 years of experience in handling IT Application Development projects.
Knowledge – In-depth Knowledge in the following:
Strong Business Acumen / Value Chain - Proficient
IT Service Operations or IT Service Management - Proficient
IT Literacy around Applications and Systems - Intermediate
Operational Excellence - Intermediate
SDLC and Application Support & Maintenance - Proficient
Linux/Unix, MySQL, system and network configuration - Intermediate
Financial Management - Intermediate
MS Office - Intermediate
Must have strong leadership skills and the ability to manage a team.
Must have excellent problem-solving and analytical skills.
Must have solid relationship management and performance - management skills.
Must have exceptional written and oral communication skills, interpersonal skills
Must have excellent presentation skills.
Must have excellent organizational and time management skills.
Must have passion for Service Improvement.
Must have the ability to multi-task and have attention to detail.
Must have exemplary Work Ethics
Must be adept to work in a fast-paced environment with tight SLAs.