Service Delivery Manager

We are looking for an experienced and driven Service Delivery Manager (SDM) to join our team. As an SDM, you will be a key player in ensuring the seamless end-to-end delivery of services while maintaining a sharp focus on customer satisfaction and service quality. You’ll work closely with cross-functional teams, track performance metrics, and proactively resolve issues to elevate service excellence.

In this role, you will be the main point of contact for clients, forging strong relationships and continuously refining service strategies to align with their evolving needs. Your expertise will directly contribute to the growth of the business, ensuring the delivery of high-quality services that exceed client expectations.

• Customer Satisfaction (CSAT): Prioritize customer satisfaction and work to build long-lasting client partnerships by creating positive experiences.
• Service Delivery Oversight: Manage end-to-end service delivery, ensuring services meet quality standards, performance metrics, and contractual agreements.
• Client Relationship Management: Serve as the primary contact for clients, addressing concerns and fostering open, transparent communication.
• Performance Monitoring: Track and analyse service performance metrics to identify trends, areas for improvement, and implement proactive solutions to enhance service quality.
• Issue Resolution: Address operational or service-related issues promptly, investigate root causes, and ensure corrective actions are taken.
• Service Improvement: Continuously seek opportunities to optimise service delivery processes and resource allocation for improved efficiency.
• Strategic Planning: Collaborate with internal teams to implement service strategies aligned with client goals and organizational objectives.
• Risk Management: Identify potential service delivery risks and develop strategies to mitigate them, ensuring minimal disruption.
• Feedback Gathering: Regularly solicit feedback from clients and stakeholders to refine services and meet evolving client needs.
• Service Expansion: Explore opportunities to upsell or cross-sell additional services to clients based on their needs.
• Team Collaboration: Work closely with project managers, technical experts, and customer support to ensure seamless execution of services.
• Contract Management: Manage service level agreements (SLAs) and contractual agreements, ensuring compliance and making necessary adjustments.
• Reporting: Generate reports and dashboards to provide insights on service performance, challenges, and opportunities for improvement.
• Budget Management: Oversee the budget for service delivery activities, optimising resource usage and identifying cost-saving opportunities.
• Continuous Learning: Stay current with industry trends, technological advancements, and best practices to continuously enhance service offerings.