As the Service Delivery Senior Manager, you will be responsible for overseeing and managing the end-to-end delivery of IT services to clients, ensuring that the services are aligned with business objectives and customer expectations. You will manage the service delivery teams, ensuring operational excellence, effective resource utilization, and continuous improvement. 
The role requires you to act as the primary liaison between the company and its clients, ensuring high levels of service satisfaction and maintaining strong client relationships. You will play a key role in shaping service delivery strategies, implementing best practices, and optimizing service operations to meet or exceed client expectations.
 

Job Profile

Service Delivery Management: 
•    Oversee the end-to-end service delivery process, ensuring services are delivered on time, within budget, and meet client quality standards.
•    Serve as the primary point of contact for key clients, ensuring communication is clear and that client needs are understood and met.
•    Ensure the delivery of services meets the agreed SLAs (Service Level Agreements), KPIs (Key Performance Indicators), and business objectives.
Performance Monitoring & Reporting: 
•    Monitor and report on service performance, ensuring that corrective actions are taken when performance deviates from agreed standards.
•    Proactively identify opportunities for continuous improvement in service delivery processes.
•    Lead and manage service delivery teams, ensuring alignment with organizational objectives and high performance
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Cross-Functional Collaboration: 
•    Lead and manage cross-functional teams, providing direction, motivation, and development opportunities.
•    Foster a collaborative and high-performance culture within the service delivery team.
•    Conduct regular performance reviews and coaching sessions for team members.
Risk Management: 
•    Identify, assess, and mitigate risks that may impact service delivery, timelines, or quality.
•    Lead problem resolution processes for major service incidents or client issues.
•    Oversee the creation and implementation of contingency plans.
•    Track service performance using key performance indicators (KPIs) and service level agreements (SLAs), providing regular reports to clients and senior management.
•    Continuously assess service delivery processes and implement improvements to increase efficiency, reduce costs, and enhance customer satisfaction.
•    Oversee the resolution of service issues and escalate complex problems as needed, ensuring swift resolution and minimal impact on clients.
•    Manage budgets and resources for service delivery projects, ensuring the efficient use of resources and adherence to financial constraints.
•    Collaborate with other departments (e.g., sales, IT, product development) to introduce innovative solutions and services that add value to clients.