Service Delivery Manager

Job Summary

The Service Delivery Manager is a delivery leadership position in the organization in which the individual manages one or more projects/project teams/programs at a time. This role is responsible for managing customer expectations, delivery of services, and all-around client outcomes. The role quantifies the business benefits of project outcomes throughout the engagement. This role is expected to collaborate closely with cross-functional teams to optimize service delivery processes, maintain service level agreements (SLAs), and drive continuous improvement initiatives.

Responsibilities and Duties

Solution Delivery:

• Gain a clear understanding of customers environment.
• Deliver services according to the terms and conditions of our contract.
• Build a solid relationship with the customer and internal stakeholders.
• Review and manage resource requirements.
• Manage engagement financial requirements (timecards, invoices, budget).
• Update internal and customer facing SharePoint sites.
• Prepare regular reports on service delivery performance, including SLA compliance, service metrics, and operational efficiency.
• Maintain accurate documentation of service delivery processes, procedures, and client communications.
• Conduct data analysis to drive informed decision-making and continuous improvement efforts.
• Schedule and host meetings internally and with the customer.
• Manage and maintain all required documents from new hires to end of employment.
• Build and maintain schedules that are conducive to the needs of the business.
• Review calls/tickets/emails/chats for quality, consistency and process adherence.
• Lead and support the team, ensuring adherence to operational standards and service excellence.
• Provide coaching, mentoring, and professional development opportunities to team members.
• Provide performance reviews as required.
• Monitor service performance metrics, analyze trends, and implement corrective actions as needed to maintain service quality and deliver continual improvement.

Account Management:

• Partnership with sales account team.
• Perform periodic customer and solution health checks.

Business Support and Development:

• Build and maintain strong relationships with clients and key stakeholders to understand their needs and expectations.
• Address client inquiries, concerns, and escalations in a timely and professional manner.
• Maintain an awareness of customer satisfaction through communication with customers and team members.
• Conduct informal customer satisfaction surveys.
• Assist Global Services in delivering formal customer satisfaction survey (who & when).
• Maintain a big picture awareness of other TEKsystems offerings and potential best practices that may be applied or shared.

Resource Management Responsibilities:

• Understand and manage customer requirements (deliverables and environmental factors) to ensure contract compliance and customer satisfaction.
• Financial and contractual responsibility for engagement profitability.
• Explore additional business opportunities and drive future business through quality results.
• Conduct annual reviews and provide feedback throughout the year on employee performance where required.
• Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies.

Risk Management:

• Identify and mitigate risks associated with service delivery operations to minimize disruptions and ensure business continuity.
• Implement proactive measures to address potential service delivery challenges and maintain service resilience.

Qualification Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field required. Master's degree is a plus.
• 7+ years experience in information technology, and/or professional services.
• 5+ years in IT service management and daily operational oversight within a professional services delivery environment.
• Strong leadership with the ability to lead and manage a team of 50+ FTEs through motivation and empowerment so they can achieve their goals.
• Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required.
• Experience managing, delivering and administrating client professional services agreements including the change management process.
• IT Experience: DM/CSL, Supervisor/Team Lead, Analyst/Field Technician, or other IT/End User Support experience.
• In-depth understanding of Services Outsourcing.
• Excellent oral and written communication skills, analysis and problem-solving skills as well as excellent time management and organizational skills.
• Demonstrated advanced project data/ risk analysis and correlation/ mitigation skills.
• Problem solving capabilities, strong analytical skills, flexible and able to handle multiple initiatives concurrently.