Job Description
The Service Delivery Manager is responsible for overseeing the management of ongoing services to clients, ensuring that service delivery meets contractual requirements and service level agreements. They agree on service improvements with the client, based on service delivery realization and deviations. Senior Service Delivery Managers ensure the quality of service provision and manage/report on it. They oversee day-to-day operations to meet contractual commitments, manage client relationships for high satisfaction, and implement continuous improvements. They also collaborate on client relationship strategy, focusing on cost reduction, service improvement, and new business.
Good To Have:
- Business Partnering
- Change Management
- Coaching
- Crisis Management
- Data-Driven Decision-Making
- Financial Analysis
- Influencing
- Negotiation
- Risk Management
- Stakeholder Management
Must Have:
- Accountability
- Active Listening
- Adaptability
- Analytical Thinking
- Business Acumen
- Collaboration
- Contract Management
- Customer Centricity
- Problem Solving
- Project Management
Job Description
Service Managers covers the management of ongoing services to clients, ensuring that the service to the clients meets contractual requirements and service level agreements. Service Managers are also responsible for agreeing on service improvements together with the client, based on service delivery realization and deviation.
Job Description - Grade Specific
Senior Service Delivery Manager - Responsible for the quality provision of service, as well as for managing and reporting on it. SDM oversee the execution of day-to-day operations to ensure contractual commitments are met. SDM proactively manage the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction, and ensure that continuous improvements are put in place to help ensure the continuity of our contracts. SDM work closely with others to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business.
Skills (competencies)
Accountability
Active Listening
Adaptability
Analytical Thinking
Business Acumen
Business Partnering
Business Transformation
Change Management
Coaching Confidentiality
Collaboration
Commercial Management
Complex Engagement Management
Contract Management
Crisis Management
Critical Thinking
Cultural Awareness
Customer Centricity
Data-Driven Decision-Making
e-Great
e-KPI
e-MMX
e-Monitoring
Emotional Intelligence
e-skills
Estimating
Executive Presence
Financial Analysis
Financial Control
Financial Reporting
Influencing
Lean Portfolio Management
Managing Difficult Conversations
Microsoft Project
Negotiation
Problem Solving
Project Financial Planning
Project Governance
Project Management
Project Planning
Qwiz
Relationship-Building
Risk Assessment
Risk Management
Scope Management
Scrum
Stakeholder Management
STAR
Storytelling
Strategic Thinking
Teamwork
Time Management
Unified Project Management (UPM)
Unified Service Management (USM)
Verbal Communication
Written Communication
Agile (Software Development Framework)
Delegation
UPM (Methodology)
USM (Methodology)
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