Service Delivery Manager job description
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What does a Service Delivery Manager do?
The Service Delivery Manager ensures seamless operation and delivery of IT services to clients. This position plays a vital role in maintaining client satisfaction and service quality by managing resources and processes efficiently to meet service level agreements.
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What are the Key Responsibilities of Service Delivery Manager
- Oversee daily operations of the service delivery team.
- Ensure all services meet the quality standards and SLA commitments.
- Coordinate with clients to identify and implement service improvements.
- Manage IT service budgets and resource allocation.
- Develop and maintain strong client relationships.
- Facilitate communication between clients, support teams, and stakeholders.
- Lead incidents and problem management to ensure quick resolution.
- Prepare and present service reports to clients and management.
- Conduct performance reviews and provide feedback to team members.
What are the Skills and Requirements for a Service Delivery Manager?
- Strong understanding of IT service management (ITSM).
- Proficient in project management and service delivery tools.
- Excellent communication and negotiation skills.
- Problem-solving aptitude.
- Ability to lead cross-functional teams.
- Strong client relationship management skills.
- Detail-oriented with strong analytical skills.
What are the KPIs to track for Service Delivery Manager?
The performance of the Service Delivery Manager is assessed through adherence to service level agreements, client satisfaction scores, effective resource management, and timely resolution of service-related issues.
Service Level Agreements
Meeting or exceeding SLA metrics.
Client Satisfaction
Improvement in client satisfaction surveys.
Issue Resolution
Reduction in the average time taken to resolve service issues.
Reports to
Director of IT Services
Collaborates with
Project Managers, IT Support Teams
Leads
Service Delivery Team
Are any specific tools or software required for the Service Delivery Manager role?
- ITSM platforms (e.g., ServiceNow)
- Project Management Tools (e.g., Jira)
- CRM Software
What is the qualification of Service Delivery Manager?
Bachelor's degree in Information Technology or related field, with 5-7 years of experience in service delivery or project management roles.
