Service Delivery Manager

We are seeking a Service Delivery Manager with 8+ years of experience in maintaining end-to-end accountability for customer satisfaction and overall delivery excellence. They work with their teams to determine the necessary activities to successfully deliver Cloc activities. Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution. Holding the teams to the highest standards, project discipline, and accountability continually improves the technical delivery model. serve as an escalation point for customer concerns if/when they arise. Identify appropriate resolutions to achieve client satisfaction in a timely manner. Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time, and budget. Enforce standard methodologies, processes, and tools. Evaluate and identify potential redundant applications, infrastructure, and tools.

No of Positions

1

Skills Required

• 8+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs.
• significant experience in a customer service role and a business management role.
• Experience managing external vendors, commercial negotiations
• Familiarity with ITIL v2 or 3 would be advantageous.

Roles and Responsibilities

• Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
• Identify, manage, and resolve complex issues, preventing escalations, where possible.
• Manage, negotiate and resolve project risks effectively.
• Good business acumen and an ability to negotiate with business partners
• Strong customer orientation and the ability to manage customer expectations.
• Flexibility to adjust to multiple demands, shifting priorities
• Ability to manage risk, and encourage strategic risk management based delivery in others to manage expectations and communicate effectively
• Ability to face ISO audits and compliance

Experience:

8–12 years

Education

Any Graduate