Service Delivery Manager

Job Description

Job Description

COMPANY

The company specializes in Digital enablement and transformation using industry-leading process mining, business management and automation platforms. They help Fortune 500 companies become more process-efficient and improve their end-customer experience through the use of RPA, AI & ML powered solutions. The company has been growing at an accelerated pace and is looking to add experienced folks to their core technical leadership team.

POSITION SUMMARY

Service Delivery Manager will ensure that all in scope services are delivered to the client in accordance with the contract and with appropriate quality. Ideal candidate must be highly customer focused and should be able to communicate, articulate and engage with customer stakeholders.

ROLE & KEY RESPONSIBILITIES

• Responsible for day-to-day service delivery operations to ensure contractual commitments are met for all in scope services;
• Plan and manage delivery schedules with the teams, MBR and QBR with the Customer
• Has the ability to work effectively with individuals from different organizations and on shore and offshore locations while providing quality leadership, and has effective problems solving skills and ability to work though issues to arrive at win / win resolutions. Provides direction and leadership to the delivery team and manages customer expectations to align with the delivery
• Contributes to planning the overall client relationship strategy, concentrating on cost reduction and service improvement. Has the ability to see the big picture;
• Generates additional business opportunities with the client and support the sales team through the sales process
• Ensures that all teams providing services in scope are given achievable targets for the delivery of their service and in conjunction with their line leads monitor their performance against those targets;
• Works with line leads to ensure achievement of target deliverable
• Acts as the single point of contact for service changes and uses contract change process where applicable;
• Shows a thorough understanding of applicable project management and / or operational management standards and procedures; and
• Possesses a thorough understanding of the business and commercial context of the organization.

DAY TO DAY ACTIVITIES

REQUIRED EXPERIENCE & EDUCATION

PERSONAL ATTRIBUTES

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