Service Delivery Manager

Job Description A Service Delivery Manager (SDM) is responsible for making sure that services are being seamlessly delivered to our clients. You are in charge of a variety of tasks, such as will focus on training and mentoring team members, implementing processes and procedures needed to ensure operational excellence, rectifying reliability issues, monitoring progress, tracking KPIs, driving measurable improvements in customer satisfaction and operational efficiency, and managing budgets. An SDM plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. You are expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. Embraces with both administrative and technical roles, and who are passionate about delivering end-to-end customer-driven solutions, you will provide superb leadership and interpersonal skills to the teams, motivate, advise and steer their collective efforts to achieve departmental as well as company-wide objectives. Your area of responsibilities will encompass duties that are essential in delivering the following Services to our Clients : Remote Monitoring Services Infra Maintenance Services Service Desk Services Managed Security Services Managed Cloud Services Your job duties will include but not limited to: Service Management Monitoring and managing all our Clients that subscribe to our Managed Services, IT services desk, and VIP support functions to ensure optimal service Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary Assisting with scoping and level of effort estimates for new service agreements Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews with root cause analysis. This may include periodic after-hours work Ensuring that systems, procedures, and methodologies are in place to support new and outstanding service delivery Developing a deep understanding of projects to gain insights into the scope of service delivery Taking accountability for service delivery performance, meeting customer expectations, and driving future demand Analysing third-party as well as internal processes, and creating strategies for service delivery optimization Meeting with customers on a regular basis and address any service concerns. This may include on-site meetings with customers as well as providing tours of the managed services facilities Develop reporting to show the realized value of Managed Services, striving for objection free renewals and expansion of services within our customer base Performance and Quality Management Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades Providing accurate and regular reports to the management and customers on performance of the service delivery Building, implementing and maintaining proper set of documentations and procedures for internal operational controls and ensure compliance with processes and procedures required for enterprise-class service operations (e.g. customers passwords, onboarding checklist, contractual standing orders, internal policies/guidelines such as Information Security Policies/Guidelines etc) Leading personnel management, including staff recruitment, performance assessment, training, and mentoring for key staff members to ensure that the team has the appropriate skill sets and certifications Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Technical Perception Supervising the teams to facilitate continual improvements in the provisioning of our Managed Services Coordinating technical tasks and projects for the service deliveries. This include on-boarding new customers, implementing new tools or launching new service offerings Collaborating with technical design teams to set standards for software, hardware, and security aspects Enabling high-level performance benchmarks for monitoring services #J-18808-Ljbffr