Service Delivery Manager
Core
Manage overall contract management, service delivery, and profitability for medium to large complex client contracts while acting as the primary interface between the client and the organization.
Role type
Senior IC Service Delivery Manager
Builds
Uptime Proactive Support Services (PSS) and associated service governance structures
Domain
IT Service Management / Managed Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Contract management, Service Improvement Plans, Incident management, Change Management, Runbook development, Vendor management, Budget and resource management, Stakeholder negotiation
Preferred skills
Project management, Service lifecycle management, Billing and invoicing dispute resolution
Technologies
ITIL, PMP, GDC tools
Responsibilities
Manage service activation and coordinate with GDC for successful completion; Monitor operations performance and report on Service Delivery Reports; Lead resolution of major incidents and manage SLA adherence; Manage change requests and change orders related to the SOW; Develop and update runbooks including network maps and IT service mappings; Interface with internal contract teams to execute change orders; Monitor client satisfaction and drive service improvement plans.
Seniority
Senior, hands-on IC
