Service Delivery Manager - Operations Management

Job Summary

This role is responsible for overseeing service delivery operations, managing escalations, and ensuring client requirements are met with excellence. The individual will provide expert guidance to delivery teams, drive operational improvements, and foster strong client relationships, directly impacting service quality and customer satisfaction.

Key Responsibilities

1. Lead operations management activities by analyzing service metrics and implementing process improvements using data visualization tools to ensure service levels meet client expectations.
2. Manage escalations by applying escalation management techniques to resolve complex client issues, coordinating with internal teams for timely and effective solutions.
3. Provide expert direction and guidance to delivery teams on operations best practices, ensuring alignment with client requirements and organizational standards.
4. Support business development by identifying opportunities to enhance service offerings through operations management insights and presenting value-driven solutions to clients.
5. Foster professional client relationships by proactively managing account communications and ensuring transparency in service delivery outcomes.
6. Drive knowledge development within the team by sharing industry expertise and facilitating learning sessions on operations management and escalation handling.

Skill Requirements

1. Expert Proficiency In Operations Management With Advanced Problem Solving And Process Optimization Skills.
2. Excellent Expertise In Escalation Management For Resolving Critical Client Issues And Minimizing Service Disruptions.
3. Advanced Proficiency In Using Data Visualization Platforms (E.G., Power Bi, Tableau) To Monitor, Report, And Communicate Operational Metrics.
4. Strong Understanding Of Client Engagement Dynamics And Account Management Practices.
5. Excellent Communication And Stakeholder Management Skills.

Other Requirements

1. ITIL Foundation or Practitioner certification (optional but valuable).
2. Six Sigma Green Belt or Lean certification (optional but valuable).