Service Delivery Manager - MSS

Job Description

The ideal candidate will have excellent leadership, communication, and problem-solving skills, as well as the ability to manage complex service delivery environments and teams.

• Service Delivery Management:
• Oversee the delivery of services to clients, ensuring the delivery meets agreed Service Level Agreements (SLAs) and customer expectations.
• Manage the entire service lifecycle, from service design to implementation, ensuring alignment with customer needs and business goals.
• Ensure that service delivery is aligned with the company's operational capabilities and strategic objectives.
• Customer Relationship Management:
• Build and maintain strong, long-term relationships with key clients and stakeholders, acting as the primary point of contact for escalations and service-related issues.
• Regularly engage with clients to understand their business needs, challenges, and opportunities, offering proactive solutions.
• Lead customer reviews, service improvement plans, and satisfaction surveys to ensure client needs are met and continuously improve service delivery.
• Team Leadership and Development:
• Lead, mentor, and develop cross-functional teams responsible for service delivery, ensuring high levels of performance and accountability.
• Foster a culture of collaboration and continuous improvement within the team, promoting best practices and knowledge sharing.
• Provide training and coaching to team members to enhance their skills and capabilities.
• Performance Monitoring and Reporting:
• Track, analyze, and report on service delivery performance metrics, identifying areas for improvement and implementing corrective actions as needed.
• Use key performance indicators (KPIs) and other metrics to measure service success, operational efficiency, and customer satisfaction.
• Prepare regular service reports for senior management, including progress on service delivery, incidents, and improvement initiatives.
• Process Improvement:
• Identify and implement continuous improvement initiatives within service delivery operations, optimizing workflows and increasing operational efficiency.
• Work closely with internal teams (e.g., operations, IT, support, and development) to streamline processes and improve service delivery standards.
• Manage and lead problem-solving initiatives for escalated service issues, ensuring root cause analysis and resolution.
• Budget and Resource Management:
• Develop and manage service delivery budgets, ensuring the appropriate allocation of resources to meet customer and business needs.
• Monitor service delivery costs and identify opportunities for cost optimization without compromising quality.
• Ensure effective resource planning and capacity management to meet the demand for services.
• Risk and Issue Management:
• Identify potential service delivery risks and implement risk mitigation strategies to minimize service disruptions.
• Manage and resolve complex service delivery issues, coordinating with internal teams and customers as necessary.
• Ensure that all service delivery activities comply with legal, regulatory, and industry standards.
• Strategic Input:
• Contribute to the development of the service delivery strategy, helping to shape the future direction of service offerings.
• Stay updated on industry trends and innovations, recommending new service delivery solutions or tools that can enhance customer satisfaction.

• Experience: 8+ years in service delivery, operations, or related roles with a strong focus on managing client-facing services.
• Leadership: Proven experience in leading and managing high-performance teams.
• Client Management: Strong ability to build and maintain long-term client relationships with a focus on customer satisfaction.
• Communication: Excellent communication and interpersonal skills, with the ability to effectively engage with clients, stakeholders, and internal teams.
• Problem Solving: Strong analytical and problem-solving skills, with the ability to address complex service delivery challenges.
• Process Management: Deep understanding of service delivery processes, methodologies (ITIL, Agile, etc.), and service improvement frameworks.
• Technical Proficiency: Familiarity with service management tools, reporting software, and industry-specific technologies.
• Education: A bachelor's degree in Business, IT, Engineering, or a related field (or equivalent work experience). Relevant certifications (e.g., ITIL, PMP) are a plus.

• Ability to work under pressure and manage multiple tasks simultaneously.
• A customer-first mindset with a focus on driving business results and improving service outcomes.
• Experience in managing large-scale service delivery projects and complex client engagements.

Work Environment: This role will require a mix of office-based and remote work depending on the organization's structure, with occasional travel for client meetings or onsite support as required