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Service Delivery Manager

Posted 6 days agoViewed

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💎 Seniority level: Manager, 5+ years

🔍 Industry: Technology

⏳ Experience: 5+ years

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.
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 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.
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