Service Delivery Manager Job Description Template
The Service Delivery Manager (SDM) will be responsible for ensuring that all services provided by the company meet customer expectations. They will work closely with the Service Delivery team and other departments to ensure that service levels are met and exceeded. The SDM will also be responsible for creating and maintaining service level agreements (SLAs), as well as overseeing the performance of the Service Delivery team. In addition, they will need to have excellent communication skills in order to effectively communicate with customers and other stakeholders.
Service Delivery Manager Job Responsibilities
- Develop and implement service delivery plans
- Coordinate and monitor service delivery activities
- Ensure service levels are met or exceeded
- Manage service delivery performance and KPIs
- Identify and resolve service delivery issues
- Continuously improve service delivery processes
- Liaise with internal and external stakeholders to ensure smooth service delivery
Objectives
- To develop and manage service delivery within the organization, ensuring that all services are delivered in a timely and efficient manner.
- To liaise with internal and external stakeholders to ensure that all services meet the required standards and expectations.
- To develop and implement service delivery strategies, policies and procedures.
- To monitor service delivery performance against agreed KPIs and SLAs, taking corrective action where necessary.
- To manage the Service Delivery team, providing leadership, guidance and motivation.
- To contribute to the continual improvement of service delivery within the organization.
Service Delivery Manager Job Skills & Qualifications Needed
- A minimum of 3 years in a Service Delivery Manager role, or a similar customerfacing role
- Proven experience in successfully managing and delivering services to customers
- Strong people management skills with the ability to motivate and inspire teams
- Excellent communication, presentation and interpersonal skills
- Strong analytical and problem solving skills
- A high level of attention to detail and accuracy
- Excellent time management and organisational skills