Version 1 - Manager - Service Delivery

he Service Delivery Manager plays a pivotal role in building trusted relationships with clients and ensuring exceptional service delivery. Managing multiple customer accounts, this role requires a strong balance of customer satisfaction, team leadership, and profitability management. The ideal candidate should be an excellent communicator, strategic thinker, and a people-oriented leader.

Roles and Responsibilities:

- Build and maintain trusted client relationships while managing multiple accounts.

- Drive excellence across the Strategic Triangle - Customer Satisfaction, Employee Engagement, and Profitability.

- Lead and manage the service delivery team with a strong focus on people management and development.

- Conduct monthly and quarterly forecasting for team costs and project revenues.

- Facilitate regular service reviews with customers and track actual performance against forecasts.

- Collaborate with internal stakeholders like Portfolio Directors, Account Managers, and Practice Heads to define service strategy.

- Contribute to service design and support service implementation.

- Ensure compliance with ISO20000 standards and best practices across the team.

- Handle customer escalations, issues, and service requirements efficiently.

- Identify and drive Continual Service Improvement (CSI) initiatives.

- Manage business risks and promote knowledge sharing to support business continuity.

- Support sales teams in identifying and developing new business opportunities with current and potential clients.

- Cross-Team Collaboration

- Coordinate with other Delivery Managers to resolve resourcing issues.

- Identify opportunities for cross-team support and joint initiatives.

- Proven experience in customer service and relationship management.