Service Delivery Manager
Job Summary
Job Description
The Service Delivery Manager ensures smooth service operations and customer satisfaction by meeting client expectations and resolving issues. This role involves building strong relationships with internal clients, understanding their needs, and acting as a bridge between technology and internal clients. The Service Delivery Manager manages client relationships, coordinates with project teams, and works with technology services. They also identify improvement initiatives, resolve customer issues promptly, and collaborate with other groups for seamless service delivery. This includes gathering and understanding customer requirements/SLAs, communicating to Ratings Services owners, reporting service quality, addressing escalations, and improving services through strategic initiatives, as well as reviewing, planning, and communicating projects/services impacting service delivery. The role also involves assisting in capturing details and actions for incident/problem tasks and providing periodic major incident metrics reports.
Must have:
- Client Satisfaction: Meeting client expectations and resolving issues.
- Relationship Management: Handling client relationships and coordination.
- Continuous Improvement: Identifying and resolving customer issues.
- Stakeholder Management: Dealing with multiple stakeholders at varied levels.
- Management of BAU activities, changes and project work across global locations.
2 skills required
Job Details
Why Ness
We know that people are our greatest asset. Our staff’s professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world’s leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for some of the most innovative software companies in the world.
You’ll gain knowledge working alongside other highly skilled professionals that will help accelerate your career progression.
You’ll also benefit from an array of advantages like access to trainings and certifications, bonuses, and aids, socializing activities and attractive compensation.
Requirements and responsibilities
The Service Delivery Manager plays a crucial role in ensuring smooth service operations and maintaining customer satisfaction.
What you’ll do
- Client Satisfaction: Service delivery managers focus on meeting client expectations, resolving issues, and ensuring services align with agreed-upon service level agreements (SLAs) and operational level agreements where applicable. The Service Delivery Manager will build strong relationships with our internal clients, ensuring their needs are understood and met. They act as a bridge between technology and our internal clients, fostering trust and communication.
- Relationship Management: They handle client relationships, coordinate with project teams were needed, and work with technology services.
- Continuous Improvement: Service delivery managers help identify improvement initiatives, help resolve customer issues promptly, and collaborate with other groups in SRE for seamless service delivery
- Gathering and understanding customer requirements/SLA’s and communicating to Ratings Services owners in a regular interval
- Reporting Service quality through frequent dialogues and connect with and Ratings Technology and Business stakeholders through feedforward control
- Addressing escalations and improving the services through strategical initiatives
- Reviewing, planning, and communicating projects/services that may impact delivery of services to end users
- When necessary, assist in capturing right details and actions with proper closure of incidents / problem tasks
- Providing periodic major incident metrics reports to the stakeholders
What you’ll bring
- Experience in effective stakeholder management, dealing with multiple stakeholders at varied levels of the organization – subject matter experts, functional leads, departmental heads, executives
- Management of BAU activities, changes and project work across global locations related to Rating Services and Corporate Services where applicable
Not checking every single requirement?
If this role sounds good to you, even if you don’t meet every single bullet point in the job description, we encourage you to apply anyway. For most of the candidates that applied, we found a role that was a very good fit with their skills.
Let’s meet and you may just be the right candidate for one of our roles.
At Ness Digital Engineering we are willing to build a work culture that is based on diversification, inclusion, and authenticity.
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