
Service Delivery Manager
7 days ago
**Job Overview**
We are looking for a dedicated and customer-focused Service Delivery Manager to oversee and ensure the effective delivery of services to our clients. The Service Delivery Manager will be responsible for maintaining strong client relationships, ensuring service quality and compliance, managing a team of service personnel, and driving continuous improvement in service delivery processes.
**Responsibilities**
- Lead and manage end-to-end service delivery operations, ensuring services meet agreed SLAs, KPIs, and client expectations.
- Act as the primary point of contact for clients regarding service delivery performance and issue resolution.
- Develop and implement service improvement plans to drive quality, efficiency, and customer satisfaction.
- Oversee the day-to-day performance of service teams, including scheduling, staff allocation, and performance monitoring.
- Ensure compliance with company policies, industry regulations, and client-specific contractual obligations.
- Conduct regular service reviews with clients and internal stakeholders.
- Collaborate with cross-functional teams (e.g., HR, Admin, IT, Procurement) to support operational needs and resolve service-related challenges.
- Prepare service performance reports and present insights and recommendations to senior management.
- Support in the onboarding and transition of new clients or contracts.
- Lead initiatives to optimize resource utilization and manage service delivery costs effectively.
**Requirements**:
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- At least 5 years of experience in service delivery, client relationship management, or operations management.
- Proven track record of managing service delivery teams in a customer-centric environment.
- Strong leadership and team management skills.
- Excellent communication, problem-solving, and interpersonal abilities.
- Solid understanding of service management principles and tools.
- Ability to work under pressure, multitask, and meet tight deadlines.
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