Group Operations Manager - Service Delivery Management

Job Summary

The Service Delivery Manager (SDM) is responsible for ensuring the effective delivery of services to clients or internal stakeholders. This role involves managing service performance, maintaining client satisfaction, and leading cross-functional teams to meet service level agreements (SLAs). The SDM acts as the primary point of contact for service-related issues and ensures continuous improvement in service delivery processes.

Key Responsibilities

This role is responsible for acting as the Service Delivery Manager, supporting both production and test environments for the customer. The position ensures timely project delivery to maintain existing systems and introduce new technologies and services. Given the dynamic nature of the role, responsibilities include but are not limited to:

• Service Development: Design and commercialization of contractual services and service concepts tailored to customer needs.

• Service Delivery: End-to-end responsibility for delivering contractual services as per agreed terms.

• Financial Oversight: Ownership of profit and loss for assigned projects.

• Reporting: Preparation and presentation of agreed KPI reports.

• Billing: Oversight of customer invoicing and vendor billing approvals.

• Vendor Management: Coordination and governance of vendor relationships.

• Compliance: Ensure adherence to company policies and standard operating procedures.

• Contract Optimization: Maximize value from service contracts, including monitoring partner performance.

• Integration Support: Facilitate and document the integration of software and services into the company’s technical architecture.

• Change Management: Execute change control and request management processes effectively.

• Project Management: Lead projects aimed at implementing and enhancing services, ensuring timely and budget-conscious delivery.

• Service Utilization Analysis: Promote accurate understanding of service usage through quality data recording in support systems and partner SLA reports.

Skill Requirements

This role is responsible for acting as the Service Delivery Manager, supporting both production and test environments for the customer. The position ensures timely project delivery to maintain existing systems and introduce new technologies and services. Given the dynamic nature of the role, responsibilities include but are not limited to:

• Service Development: Design and commercialization of contractual services and service concepts tailored to customer needs.

• Service Delivery: End-to-end responsibility for delivering contractual services as per agreed terms.

• Financial Oversight: Ownership of profit and loss for assigned projects.

• Reporting: Preparation and presentation of agreed KPI reports.

• Billing: Oversight of customer invoicing and vendor billing approvals.

• Vendor Management: Coordination and governance of vendor relationships.

• Compliance: Ensure adherence to company policies and standard operating procedures.

• Contract Optimization: Maximize value from service contracts, including monitoring partner performance.

• Integration Support: Facilitate and document the integration of software and services into the company’s technical architecture.

• Change Management: Execute change control and request management processes effectively.

• Project Management: Lead projects aimed at implementing and enhancing services, ensuring timely and budget-conscious delivery.

• Service Utilization Analysis: Promote accurate understanding of service usage through quality data recording in support systems and partner SLA reports.

Other Requirements

• Oversee end-to-end service delivery across multiple accounts or projects.

• Ensure services are delivered in accordance with agreed SLAs and KPIs.

• Monitor performance metrics and generate regular reports for stakeholders.

• Serve as the main liaison between clients and internal teams.

• Conduct regular service reviews and client meetings.

• Address and resolve client concerns and escalations promptly.

• Lead and mentor service delivery teams, including support staff and technical personnel.

• Coordinate with project managers, engineers, and other departments to ensure seamless service execution.

• Facilitate training and development for service delivery staff.

• Identify gaps in service delivery and implement process enhancements.

• Promote best practices and standard operating procedures (SOPs).

• Drive automation and efficiency initiatives.

• Ensure compliance with internal policies and external regulations.

• Manage risks related to service delivery and implement mitigation strategies.