Delivery Management/Project Management
Job Role Purpose :
- Responsible for coordinating the delivery of services into key enterprise customers.
- The Service Delivery Management/ Project Management play a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams.
- The key responsibility of the role is governance across all areas of their services including service management, P&L Management of the delivery team, customer satisfaction, incident and change management and continual service improvement as well as playing a key role in ensuring the highest level of operational service delivery.
Key Responsibilities :
- Successful service delivery - SLA achievement and high level of customer satisfaction
- Monitoring overall performance of services and ensuring monthly delivery targets are met
- Nurturing existing clients for further business development
- Collaborating with senior management on client account management and growth
- Guiding and nurturing existing team members
- Pooling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
- Removing all obstacles to customer satisfaction and / or financial performance
- Talent planning and recruitment for delivery team
- Collaborating with cross-functional, teams and deploying technology to build successful solutions
- Vendor management
- Risk Management
- Process Control & Development, formulation of policies, procedures, guidelines and implementation of the developed policies
- Single Point of escalation where the SLAs are not met.
- Plan and implement changes in IT process to align with business requirements
- Strategies to enhance business & promote products for business excellence
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