Job Overview
A Service Delivery Manager will partner with a global organization to simplify daily life for people and businesses.
Key Responsibilities:
* Servicing Excellence: Ensure service delivery meets established internal processes and client expectations.
* Collaboration and Communication: Develop and deliver communications to varying levels of stakeholders.
* Risk Management: Manage risks and issues related to client service delivery.
* Action Item Tracking: Track action items through to closure and document decisions arising from those actions.
* Release Scheduling: Maintain comprehensive release schedules and regularly communicate these to clients.
* Client Margin Management: Manage required client project margin targets by effective resource utilization.
* Demand Management: Effective demand management through prioritization of tickets and escalations.
* Governance and Reporting: Establish and lead recurring governance meetings with clients including preparation of materials. Review key service reports and metrics with clients to properly align expectations.
The ideal candidate will be a proactive contributor to a support organization running 24/7/365, requiring flexible hours including evenings, weekends, and holidays, and regular monitoring of email outside standard business hours.