Service Delivery Manager

Every customer is assigned a Service Delivery Manager, who is responsible for facilitating the end-to-end delivery of Services while prioritising customer satisfaction and maintaining standards of quality. The Service Delivery Manager acts as a first point of contact for the Customer and collaborates with cross-functional teams, monitors service performance metrics, and addresses issues to drive delivery excellence.

The Service Delivery Manager holds the following responsibilities:

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.
Service Reviews: Conducts regular service reviews with the Customer on a frequency agreed with the Customer, typically monthly. Meetings will take place online, unless the parties mutually agree otherwise.
Customer Satisfaction (CSAT): Seeking continuous feedback from the Customer during the life of the contract.
Escalation Management: acts as a single point of contact for escalation as and when required.
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.
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.
Performance Monitoring: Tracking and analysing service performance metrics, identifying trends, deviations, and areas for improvement, and taking proactive steps to enhance service quality.
Issue Resolution: addressing any operational or service-related issues, investigating the root causes, and implementing corrective actions to prevent recurrence.
Service Improvement: Continuously seeking ways to enhance service delivery processes, optimise resource allocation, and improve overall efficiency to meet or exceed Customer expectations.
Risk Management: Identifying potential risks to service delivery, devising mitigation strategies, and developing contingency plans to minimise disruptions.
Team Collaboration: Collaborating with internal teams, such as project managers, technical experts, and customer support, to ensure seamless service execution.
Contract Management: Managing contractual agreements and service level agreements (SLAs), ensuring compliance and making adjustments as needed.
Reporting: Generating reports and dashboards that provide insights into service performance, highlighting achievements, challenges, and areas requiring attention.