Service Delivery Manager

Service delivery, customer engagement, infrastructure, Cloud, Collaboration, Operations management, Operations, Project delivery, Program management
Full Time
Depends on Experience
Work from home available Travel not required

Job Description

Program Management:

  • Plan and monitor the day-to-day running of business to ensure smooth business operations.
  • Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.
  • Revise and/or formulate processes and promote their implementation
  • Ensuring all operations are carried on in an appropriate, cost-effective way
  • Improving operational management systems, processes and best practices
  • Report on operational performance and suggest improvements
  • Liaise with superior to make decisions for operational activities and set strategic goals
  • Supervise staff from different Projects and provide constructive feedback
  • Transition new services into managed services and new project introductions

People Management:

  • Plan capacity for project delivery
  • Plan training and development for the people in the program
  • Devise growth path for employees in the team and performance management
  • Mentor and motivate teams to achieve productivity and engagement
  • Ability to Manage multi skill, multi tenure people and manage conflict
  • Formulate retention strategies and retain key talents
  • Evaluate overall performance by gathering, analyzing and interpreting data and metrics
  • Identify key talents and formulate growth path
  • Recruit, train and supervise staff

Customer Management:

  • Oversee customer support processes and organize them to enhance customer satisfaction
  • Building and maintaining relationships with clients and key personnel
  • Manage relationships/agreements with external partners/vendors
  • Find ways to increase quality of customer service
  • Customer satisfaction surveys (CSAT/NPS)
  • Coordinate customer service operations and find ways to ensure customer retention
  • Manage and respond to customer escalations efficiently
  • Customer Risk assessment and devising mitigation plans


Program Financials:

  • Review financial information and adjust operational budgets to promote profitability
  • Examine financial data and use them to improve profitability
  • Understand the cost drivers in the program
  • Manage budgets and forecasts
  • Identify and mitigate risks related to billing and financials
  • Devise improvements plans on identified gaps on plan vs actuals.
  • Implement financial budget plans effectively.
  • Project/Program billing, invoice submissions.
  • Audit and track all Financial data.

Organizational responsibilities:

  • Attend to organizational initiatives
  • Attend to new/existing customer presentation.
  • Provide inputs and best practices for new customer introduction.
  • Report out and present program metrics to the management
  • Understand requirements and provide inputs to sales for opportunity conversion.

Technology domain:

  • Experience in managing enterprise email infrastructure
  • Experience in managing enterprise collaboration tools
  • Understanding of the next gen email and mobility platforms.
  • Serve as the technical consultant on evaluating collaboration tools that align with the customer vision.
  • Ability to propose our IP’s and tools sets and align to customers technology startgey.
  • Assist in creating a cohesive architectural strategy framework for collaboration tools
  • Develop technical depth along with deeply understanding the niche of every product on the collaboration portfolio that this team supports.
  • Experience and knowledge with cloud conferencing and collaboration tools is a plus
Dice Id : 10120836
Position Id : 6769610
Originally Posted : 2 months ago
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