Service Delivery Manager (SDM)

Job Summary

The Service Delivery Manager (DFS) plays a critical role in overseeing the profitability and operational excellence of service engagements. This position is responsible for managing escalations, ensuring compliance with service agreements, and driving continuous improvement initiatives. The role also emphasizes team development and customer satisfaction, making it essential for achieving the organization's strategic objectives.

Key Responsibilities

1. Implement Process Improvement Initiatives By Leveraging Lean It Methodologies And Automation Tools To Enhance Operational Efficiency And Minimize Human Error In Service Delivery.

2. Plan And Execute Program And Delivery Management Strategies, Ensuring That Project Margins And Deliverables Align With Financial Targets As Outlined In The Statement Of Work (Sow).

3. Lead And Mentor The Service Delivery Team, Fostering An Environment Of Engagement And Professional Development To Improve Employee Retention And Performance.

4. Cultivate Strong Customer Relationships By Ensuring High Levels Of Engagement, Satisfaction, And Referenceability Through Proactive Communication And Feedback Mechanisms.

5. Drive Resource Upskilling And Development By Facilitating Internal Training Programs And Growth Opportunities, Aligning Team Capabilities With Organizational Needs.

Skill Requirements

1. Strong Understanding Of Service Delivery Management Principles And Practices.

2. Proficiency In Lean It And Process Improvement Methodologies.

3. Excellent Leadership And Team Management Skills.

4. Solid Customer Relationship Management And Engagement Capabilities.

5. Experience In Financial Management And P&L Oversight.

Other Requirements

1. Relevant Certifications Such As Itil, Six Sigma, Or Pmp Are Optional But Valuable