Service Delivery Manager  

Purpose

Key responsibilities of a service delivery manager associate is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

Duties and Responsibilities

Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.

Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.

Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.

Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.

Providing accurate and regular reports to the management on the performance of the service delivery.

Building strong relationships with teams and stakeholders to enable effective dialogue exchange between different teams.

Proficiency in leading both physical and virtual teams

Operational ability in a diverse, large-scale environment

Exceptional customer-facing skills

In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.

Expertise in people management and leadership

Strong organizational skills

Ability to manage and prioritize tasks efficiently.

Solid resource planning and problem-solving skills.

Readiness to demonstrate a proactive attitude.

Excellent verbal and written communication skills

Good presentation skills and comfortable with presenting to both internal / external stakeholders.

Excellent ability to engage cross-functional resources to solve customer issues.

Equivalent basic technical/networking knowledge and understanding of Cisco products and solutions.

Intermediate level understanding of project management and business acumen.

ITIL V4 Foundational or Exert Certification

Service Provider experience is highly desirable.