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Job summary

The Service Delivery Manager is responsible for managing the delivery of services to clients, ensuring high levels of service quality and client satisfaction. This role involves overseeing the service delivery team, managing client relationships, and ensuring that services are delivered in accordance with agreed-upon standards, timelines, and budgets.

Key Responsibilities:

• Service Delivery Management: Oversee and manage the delivery of services to clients, ensuring that services are delivered on time, within scope, and within budget.
• Client Relationship Management: Act as the primary point of contact for clients regarding service delivery matters. Build and maintain strong, long-lasting client relationships.
• Team Leadership: Lead and manage the service delivery team, including hiring, training, and performance management.
• Process Improvement: Continuously improve service delivery processes and procedures to enhance efficiency and client satisfaction.
• Quality Assurance: Ensure the quality of services delivered meets or exceeds agreed-upon standards and client expectations.
• Issue Resolution: Proactively identify and resolve issues that may impact service delivery or client satisfaction.
• Reporting: Prepare and present regular reports on service delivery performance and metrics to senior management.
• Financial Management: Manage service delivery budgets and ensure cost-effective delivery of services.
• Compliance: Ensure that all service delivery activities comply with relevant laws, regulations, and industry standards

Required Skills and Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, or related field.
• Proven experience as a Service Delivery Manager or similar role.
• Strong understanding of service delivery processes and best practices.
• Excellent client-facing and internal communication skills.
• Strong leadership and team management skills.
• Ability to manage multiple projects and clients simultaneously.
• Strong problem-solving and negotiation skills.
• Proficiency in project management software and tools.