Service Delivery Manager

About the role

The Service Delivery Manager is responsible for overseeing the efficient and effective delivery of services to clients, ensuring that the services meet quality standards, performance targets, and customer satisfaction.

Job Description:

• Manage the end-to-end delivery of services to clients, ensuring all agreed-upon service levels are met.
• Monitor the delivery of services to ensure they meet the performance standards and client expectations.
• Liaise with clients to understand their needs and ensure that service delivery aligns with their expectations.
• Supervise and manage the service delivery team, ensuring that the team is working efficiently and effectively.
• Provide coaching, training, and performance management to team members.
• Coordinate with cross-functional teams (such as IT, operations, or customer support) to ensure timely service delivery.
• Act as the main point of contact between the service delivery team and clients.
• Address and resolve escalated issues, ensuring client satisfaction.
• Regularly meet with clients to assess service satisfaction and identify potential areas for improvement.
• Identify and implement process improvements to increase service efficiency and customer satisfaction.
• Monitor service performance metrics and drive corrective actions for any deviations from service delivery goals.
• Provide regular reports to stakeholders on service delivery performance, incidents, and improvements.
• Maintain documentation on service delivery procedures, escalations, and resolutions.
• Manage budgets related to service delivery, ensuring resources are allocated efficiently.
• Ensure service delivery is cost-effective while maintaining quality standards.
• Ensure service delivery complies with all relevant regulations and contractual agreements.
• Identify potential risks related to service delivery and take proactive steps to mitigate them.

Educational Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Additional certifications in Service Management (e.g., ITIL, PMP) are highly desirable.

Experience:

• Proven experience in service delivery or a related field (typically 3+ years).
• Experience in managing cross-functional teams or working in a client-facing role is often required.

Skills:

• Strong communication skills, both written and verbal.
• Excellent organizational and time management abilities.
• Analytical mindset to assess service performance and identify improvements.
• Ability to manage client relationships and resolve conflicts.
• Proficiency in service management tools (e.g., ServiceNow, Jira).
• Technical Skills (relevant to the industry):
• Knowledge of IT systems, software, or tools used in service delivery.
• Familiarity with service management frameworks like ITIL or Six Sigma.

Soft Skills:

• Strong problem-solving abilities.
• Ability to work under pressure and handle multiple priorities.
• Leadership skills to motivate and manage teams.
• High level of customer focus and commitment to service excellence.

What we offer

• Competitive salary and performance-based bonuses
• Comprehensive health and wellness benefits, including medical and dental coverage
• Ongoing training and development opportunities to enhance your skills
• A supportive and collaborative work environment with opportunities for career progression

About us

Terrabit Network Pte Ltd is a premier system integrator, known for delivering advanced technology solutions, comprehensive services, and support. We are dedicated to providing innovative, reliable, and scalable solutions to meet our clients' diverse needs. We are currently seeking an experienced Account Manager to join our team and help drive business growth by managing client relationships and ensuring the delivery of tailored IT solutions.