Service Delivery Manager - AMS

Job Description:

Roles & Responsibilities

- Manage Engagements ensuring Delivery Effectiveness & Excellence

- Manage the SLA targets and work with the team to trouble-shoot and resolve areas where targets are in danger of being breached

- Plan Workload for Service Management and Projects

- Manage Communication & Escalation - Manage Risks & Issues

- Third Party Management - Process Implementation/Adherence/Continuous Improvement - Regular Month end reporting - Measure various metrics (process, tools, client satisfaction etc.)

- Drive Continuous Service Improvements

- Improving Contribution Margin - Maintain and Improve Pyramid Structure - Ensure expectations and goals are set properly with team and work with stakeholders to find the right fit

- Manage Staffing, Team Building, Training and Certifications

Required Skills

- Plays an interface role between Account manager and Delivery Centers - that provide the different services to the client

- Experienced Senior IT manager with a proven track record in outsourcing environment, bachelor's degree

- Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements and be able to perform contractual analysis, management and change according to ITIL standards

- Proven track record of successful project implementations

- Ability to balance customer satisfaction / demands to maintain customer satisfaction with the level of support the customer has contracted

- Excellent delegation skills, negotiation skills and strong people management skills

- Oversee day-to-day operations to ensure contractual commitments are met for the areas managed by the SSDL or other SDMs

- Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction

- Becomes a point of escalation for customer/delivery issues and for service towers regarding client issues / opportunities / contractual obligations

- Works closely with Account Manager to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses

Service Delivery

- Monitors SLA achievement and CSIP performance to identify negative trends and implement get-well plans

- Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency

- Owns delivery standards (depending on contract), shows a thorough understanding of applicable project management and/or operational management standards and procedures as well as of the business and commercial context of the organization. Service Quality and Improvement

- Works with line managers and SSDLs to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales

- Owns and drives forward improvements within the managed teams and produce recommendations for service improvements

- Reviews quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information

- Acts as an escalation point for client issues, escalations and complaints

- Ensures that cost control is maintained for the assigned project codes

- Completes SLA measurement and analysis management to ensure all commitments are met

- Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable)

- Prepare and/or review summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts

- Provides service performance reporting to Client and Management (as required)

- Experience in driving delivery of AM and AD engagements for emerging technologies

Client Relations and Service Development

- Identifies and assists in the perusal of business opportunities within the existing contract with the Client

- Responsible for providing overall project leadership, meeting revenue targets, meeting the SLAs, direct project teams in the delivery of high-quality products within committed timeframes

- Mentor project team on IT methodology and drive consistent processes

- Responsible for overall project execution strategy and set up resolution management

- Responsible for overall project delivery quality, people management and development, project related employee retention