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.