SERVICE DELIVERY MANAGER
Core
Manage and develop teams to deliver services, ensuring alignment with client needs and strategic goals.
Role type
Service Delivery Manager
Builds
Service delivery operations and client satisfaction
Domain
IT Services / Business Services
Deliverable
client delivery
Required skills
Team leadership, Strategic planning, SLA management, Change management, Process improvement, Client relationship management, Performance monitoring, Negotiation support, Organizational culture promotion, Talent development
Responsibilities
Manage and develop teams under responsibility; Plan, monitor, and control service delivery activities; Conduct strategic planning for managed areas; Establish and maintain close relationships with clients, partners, and stakeholders; Ensure compliance with SLAs, contracts, and performance indicators; Monitor metrics and propose corrective actions; Manage changes to ensure readiness; Support client negotiation, retention, and satisfaction processes; Develop and improve service management processes; Conduct follow-up and alignment meetings; Promote organizational culture and continuous team development; Define goals, indicators, training, and development plans for employees.
