Service Delivery Manager

Roles and Responsibilities

• Accountable & Responsible for all SLAs for the assigned clients as per the SOW
• Oversee and provide guidance to Transitions Team to get the project smoothly transitioned into BAU stage.
• Successful service delivery manage service delivery SLA achievement and high level of customer satisfaction.
• Monitor overall performance of services and timelines to deliver.
• Good communication around issues and opportunities gets things done, make things happen.
• Building, maintaining, and analysing service reports to address any possible delays before it occurs.
• Monitor, Measure & Manage the performance of Delivery team & Service Desk against client expectations / commitments
• Incident management, Escalation management and Asset management (Stock replenishment) for hardware maintenance contracts.
• Distribute service reports Daily/ Weekly/ Monthly to key internal personal and clients and raise any potential risks/issues.
• Communicating across organizational boundaries from bottom to top level.
• Following up, escalating and taking action if service delivery is not meeting expectations.
• See upcoming issues proactively & be ready with the possible solutions.
• Working with the client delivery teams along with FSO teams to identify and manage service improvement activities.
• Propose any amendments/ideas to improve processes & to keep customer delight for long run.
• Develop and implement processes with client to ensure effective information flow to speed up delivery timelines.
• Ensuring operations teams are aware of changes and are prepared.
• Building a healthy professional relationship with key client team members & should connect with them on weekly / Monthly basis (call/face to face)
• Collaborating with senior management and key account manager on client account management and growth.
• Partner billing approvals, Monthly billing to client.
• Need to make sure that the attendance of all FTEs are placed in the projects is 100%.
• Make sure every assigned project has sufficient pool of backfills to cover the primary. • Fortnightly/ Monthly connect with all the FTE.
• SDMs to make sure that they have at least 2 succession plans readily available in case of any FTEs resignation or separation.
• Backfill succession plan should also be readily available & make sure no site stays ideal in the assigned projects.
• Make sure related (Internal + External) teams are looped in immediately as soon as escalations is received & they start working towards normalization of services.
• SDMs to make sure that BCP is initiated in case of any Incident & service continuity is not affected.
• SDMs to inform Senior Management team immediately & share the updates in the timely manner.

Resource Management

• Training and development of resources to meet the continuous demand
• Managing the team and drive the achievement of their agreed goals and KPI.
• To ensure the continuous growth of team members in-order to achieve employee satisfaction.

Skills & Abilities

• MS Office suite including MS Visio, MS Projects and advanced Excel skills & Presentation skills.
• Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.
• Must be able to communicate & partner with other departments and contractors to achieve targets.
• Customer management: tactful, resolute and committed to providing excellent customer service.
• Ability to deliver technical presentations competently.
• Must be good in reporting & converting it into a meaningful deck.
• Must be able to interfaces with customer executive” level management on a regular basis.
• Delivering results: ability to plan and organize self and work in order to achieve objectives and targets.