Overview
On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)
No Travel Required
Unable to Provide Sponsorship
Skills
Customer Relationship Management (CRM)
Budget Management
Incident Management
SDM
Service Delivery Management
Reporting
IT Service Management
Job Details
A Service Delivery Manager (SDM) oversees the successful delivery of services to clients, ensuring they meet expectations and adhere to service level agreements (SLAs). They are responsible for managing the entire service delivery process, from initial planning to ongoing support and continuous improvement. SDMs also act as a primary point of contact for clients, addressing their concerns and ensuring their needs are met.
Service delivery management (SDM) goals and objectives center on consistently meeting customer expectations by effectively delivering services. This includes ensuring the service meets agreed-upon timelines, cost-effectiveness, quality, and performance standards. SDM aims to enhance customer satisfaction, improve operational efficiency, and align IT services with overall business objectives.
Key Responsibilities:
- Client Relationship Management: Building and maintaining strong relationships with clients, understanding their needs, and ensuring their satisfaction.
- Service Delivery Management: Overseeing the entire service delivery process, from planning and implementation to monitoring and improvement.
- Service Level Agreement (SLA) Compliance: Ensuring that all services meet the agreed-upon SLAs and quality standards.
- Team Leadership and Management: Leading and managing a team of service delivery professionals, providing guidance, support, and development opportunities.
- Performance Monitoring and Reporting: Tracking and analyzing service performance, identifying areas for improvement, and reporting on key performance indicators (KPIs).
- Continuous Improvement: Identifying and implementing process improvements to enhance service delivery efficiency and effectiveness.
- Budget Management: Managing budgets for service delivery, ensuring resources are allocated effectively and costs are controlled.
- Incident Management: Leading the resolution of critical incidents and outages.
- Stakeholder Management: Building and maintaining relationships with internal and external stakeholders, including clients, sales, and technical teams.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.