Service Delivery Management is a value assurance feature of the SoftwareOne Integrated Support Services (SISS) service to facilitate its end-to-end delivery while prioritising customer satisfaction and maintaining standards of quality. A named resource acts as a first point of contact for the SISS service and collaborates with cross-functional teams, monitors service performance metrics, and addresses issues to drive delivery excellence.
Service Delivery Management is a key part of the value assurance services included, holding the following responsibilities:
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Service Transition Oversight: Overseeing the onboarding of the Customer to the Service to ensure all pre-requisites are completed and resolving any issues that may delay successful service onboarding.
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Service Reviews: Conducting regular service reviews with the Customer on a frequency agreed with the Customer, typically monthly. Meetings to take place online, unless the parties mutually agree otherwise.
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Customer Satisfaction (CSAT): Seeking continuous feedback from the Customer during the life of the contract.
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Escalation Management: the named resource acts as a single point of contact for support assistance and escalation as and when required.
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Service Delivery Oversight: Overseeing the end-to-end delivery of services to ensure they meet quality and performance standards, as well as aligning with Customer expectations and contractual agreements.
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Customer Relationship Management: Serving as the main point of contact for Customers, building and maintaining strong relationships, understanding needs, addressing concerns, and fostering open communication.
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Performance Monitoring: Tracking and analysing service performance metrics, identifying trends, deviations, and areas for improvement, and taking proactive steps to enhance service quality.
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Issue Resolution: addressing any operational or service-related issues, investigating the root causes, and implementing corrective actions to prevent recurrence.
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Service Improvement: Continuously seeking ways to enhance service delivery processes, optimise resource allocation, and improve overall efficiency to meet or exceed Customer expectations.
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Contract Management: Managing contractual agreements and service level agreements (SLAs), ensuring compliance and making adjustments as needed.
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Reporting: Generating reports and dashboards that provide insights into service performance, highlighting achievements, challenges, and areas requiring attention.