Service Delivery Manager

Job Description

The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services. Work closely with Account Delivery executive(s) and/ or Service Delivery Managers in the region/territory.Key Accountabilities Leads service delivery to client(s) in order to deliver contracted service commitments & continual service improvements. Actively owns service risks, controls service costs & improves productivity of high complexity contracts for clients & in order to increase profitability & continually improve cost effectiveness. In conjunction with the client identifies & defines requirements for new services. Ensures all services are professionally introduced & accepted into service. Delivery standards & practices for the client contract & SDM role family. Leads, motivates & develops their team, directly or indirectly to build business capability. Provides direction & constant improvement to quality. Managing the P & L of the Delivery Unit and drive operational efficiency. Accountable for client satisfaction and Net Promoters score. Responsible for the management of quality/ business process excellence in sphere of influence. Provides leadership and direction to delivery unit management team and across multiple large project teams across the geography. Prefer a candidate who has experience in managing large teams, preferably in Oceania region. Key Performance Indicators Service performance meets service level agreement (SLAs). Service availability, continuity and capacity. Contract margin at account(s) Level. Account Mining. Client satisfaction scores & action plan. Performance Management of team reporting to them. Drive key performance indicators for various clients. Possesses strong business and industry acumen, and uses this knowledge to initiate and develop client relationships to drive new business opportunities.Primary Skills Service level management (SLMO): Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency. Stakeholder relationship management (RLMT): Develops and maintains one or more defined communication channels and/or stakeholder groups, acting as a single point of contact. Gathers information from the client to understand their needs (demand management) and detailed requirements. Facilitates open communication and discussion between stakeholders, using feedback to assess and promote understanding of need for future changes in services, products and systems. Agrees changes to be made and the planning and implementation of change. Maintains contact with the client and stakeholders throughout to ensure satisfaction. Captures and disseminates technical and business information. Financial management: Monitors and manages P & L, expenditure, ensuring that all financial targets are met, and examining any areas where budgets and expenditure exceed their agreed tolerances. Assists with the definition and operation of effective financial control and decision making, especially in the areas of service, projects and component cost models and the allocation and apportionment of all incurred costs. ( At account Level) Contract management (ITCM): Oversees and measures the fulfilment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge supplier performance and identify opportunities for continuous improvement. Develops strategies =INDUSTRY IT EMPLOYMENT Full-timeEXPERIENCE 15+ year

Keyskills :
multi-unitservice delivery