Service Delivery Manager

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Requirements:

• Bachelor’s degree in Business, Information Technology, or a related field; relevant certifications are a plus.
• 5+ years of experience in service delivery, customer success, or account management in the tech industry.
• Strong understanding of service delivery frameworks, such as ITIL or similar methodologies.
• Proven ability to manage client relationships, prioritize tasks, and meet service expectations.
• Excellent problem-solving skills, with experience handling escalations and managing multiple projects.
• Proficiency with CRM, project management, and service delivery tools (e.g., ServiceNow, Jira, Salesforce).

Responsibilities:

• Serve as the primary point of contact for assigned clients, managing expectations and addressing service-related inquiries.
• Develop strong client relationships, ensuring a thorough understanding of their needs and promoting continuous engagement.
• Conduct regular client meetings to review service performance, provide updates, and gather feedback for service improvements.
• Oversee the end-to-end delivery process, ensuring services are delivered on time, within scope, and aligned with quality standards.
• Monitor and ensure adherence to SLAs, managing any issues or escalations to resolution in a timely manner.
• Collaborate with internal teams (e.g., Product, Engineering, Customer Support) to resolve complex technical issues and deliver seamless client experiences.
• Identify and implement process improvements to increase efficiency and enhance service quality.
• Gather and analyze service metrics to assess performance, identify trends, and recommend improvements.
• Participate in the development of new processes, tools, and best practices for optimal service delivery.
• Identify potential risks within the service delivery process and take proactive steps to mitigate them.
• Ensure compliance with applicable standards, regulations, and policies.