Job Summary

The Service Delivery Manager is a pivotal role responsible for the profitability and overall success of engagements within the organization. This position focuses on managing service delivery excellence, driving process improvements, and ensuring customer satisfaction while implementing strategic initiatives aimed at optimizing profit margins. The role requires strong leadership skills to engage and develop teams, ensuring alignment with the organization's objectives and fostering a culture of continuous improvement.

Key Responsibilities

1. Lead Process Improvement Initiatives By Implementing Automation And Lean It Methodologies, Driving Compliance And Reducing Human Error In Service Delivery.
2. Strategize And Oversee Program And Delivery Management To Ensure All Deliverables Align With Profitability Targets And Contractual Obligations.
3. Mentor And Develop Team Members, Fostering Engagement And Retention Through Tailored Professional Development Plans And Growth Opportunities.
4. Enhance Customer Engagement And Satisfaction By Proactively Addressing Concerns, Managing Escalations, And Ensuring Adherence To Service Level Agreements.
5. Drive The Upskilling Of Resources Through The Establishment Of Internal Academies And Training Programs To Cultivate Talent And Support Career Progression.

Skill Requirements

1. Strong Understanding Of Service Delivery Management Principles And Practices.
2. Proficiency In Process Improvement Methodologies Such As Lean It And Automation Tools.
3. Excellent Leadership And Team Management Skills, With A Focus On Employee Engagement And Retention.
4. Solid Financial Acumen To Manage P&L And Drive Profitability.
5. Exceptional Communication And Relationship Management Abilities.

Other Requirements

1. Optional But Valuable Certifications: Itil, Six Sigma Green Belt, Pmp, Or Relevant Service Delivery Management Certifications