Service Delivery Manager
Core
Managing BBOX's service delivery to customers, ensuring SLA compliance, and overseeing the transition from project implementation to day-to-day operations.
Role type
Service Delivery Manager
Builds
IT services and operational support for clients
Domain
IT Service Management / Business Process Outsourcing
Deliverable
client delivery
Required skills
SLA management, stakeholder engagement, service readiness assessment, risk management, cost control, team leadership, incident management, process improvement, resource forecasting, reporting and trend analysis
Preferred skills
IT Service Strategy definition, vendor management, business action item resolution
Technologies
ITSM tools, reporting platforms
Responsibilities
Manage service transition from project to 'Business as Usual'; Control service acceptance criteria; Assess and scope service readiness with stakeholders; Ensure support functions are prepared for new services; Monitor SLAs and manage incidents/work orders; Drive continual service improvement plans; Lead and develop a team of operation managers and technical staff; Collaborate on resource demand forecasting; Coordinate PI's and RCAs for incidents; Act as the liaison between management and customer businesses; Resolve client business action items from feedback forums; Plan workload forecasts with management teams; Provide regular reporting and trend analysis to customers.
