Service Delivery Manager

View full description

Requirements:

• Experience in Managed Service environments.
• Proven record in building and maintaining customer relationships with a focus on business outcomes.
• Experience managing customer escalations and conducting service reviews.
• Ability to leverage data for insights and report on KPIs and SLA performance.
• Skill to translate technical details into business language.
• Strong interpersonal and communication skills for liaising with customers and internal stakeholders.
• Willingness to travel to customer sites as needed.
• Excellent time management and organization skills.
• Familiarity with business processes in industries like Finance, Supply Chain, CE, Retail, and Manufacturing.
• Appreciation of Dynamics, Azure, and the wider Microsoft solution stack.
• Knowledge of ITIL practices, ERP, SaaS, and cross-functional team collaboration.
• Strategic mindset to align service delivery with customer goals.

Responsibilities:

• Deliver contracted Service Delivery tasks defined in the HSO Support Agreements.
• Be responsible for various HSO Customers including service quality and associated commercials.
• Ensure customer retention, engagement, and satisfaction within the Managed Services team.
• Conduct service reviews using data-driven insights to discuss HSO performance and identify opportunities.
• Manage budgets and track service costs to ensure financial efficiency.
• Serve as a point of escalation for major incidents, ensuring effective resolution.
• Conduct post-incident reviews to improve future response.
• Represent HSO professionally and adhere to Company policies.