Service Delivery Manager

Service Delivery Excellence- Ensure services are delivered to clients on time and meet agreed-upon standards and SLAs (Service Level Agreements)
Monitor and manage service delivery performance metrics.
Maintain high levels of customer satisfaction through effective service delivery.
Address and resolve customer issues and complaints promptly
Allocate and manage resources effectively to ensure optimal service delivery
Monitor and manage team performance, ensuring that staff are trained and equipped to perform their roles.
Often tries to engage in areas to deliver more value.
Lead, mentor, and develop the service delivery team to ensure high performance and professional growth.
Constantly takes ownership of new assignments.
Identify and implement process improvements to enhance service delivery efficiency and quality.
Continuously review and optimize service delivery processes and workflows.
Ensure compliance with relevant regulations, standards, and company policies.
Identify and mitigate risks associated with service delivery.
Implement and maintain quality assurance processes to ensure the consistency and reliability of service delivery.
Conduct regular audits and assessments to identify areas for improvement.
Oversee the management of incidents and problems to ensure timely resolution and minimal impact on service delivery.
Implement root cause analysis and corrective actions to prevent recurrence.
Prepare and present regular service delivery performance reports to clients and senior management.
Maintain accurate and up-to-date documentation of service delivery processes and activities.
Manage service delivery costs within budget constraints.
Identify opportunities for cost savings without compromising service quality.
Create and maintain comprehensive project documentation as per ISO standards.

1) CCNA- Certified 2) Routing & Switching - knowledge
3) ITIL Foundation - Desirable