Service delivery manager
position overview:
we are looking for a dedicated service delivery manager to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction.
the service delivery manager may perform technical tasks, such as troubleshooting technical issues, and may perform administrative tasks, such as managing team performance and checking the quality of service.
the main tasks of a service delivery manager, however, include managing projects, fixing reliability issues, tracking service metrics, and leading the service delivery team.
to be a successful service delivery manager, you should demonstrate strong leadership and teamworking skills.
you should also demonstrate excellent communication and computer skills.
job responsibilities
- maintaining positive relationships with customers and key stakeholders.
- identifying customer needs and overseeing service delivery within the business context.
- leading the service delivery team, managing conflict internal and external both.
- take ownership of customer issues reported and see problems through to resolution
- supervise day-to-day operations and respond to customer service issues in a timely manner.
- ensuring the team's processes and tasks are carried out efficiently.
- managing team roster/shift, leaves, attendance, and availability.
- determining ways to reduce the gaps and challenges without customer asks.
- assessing customer feedback and using your creativity to establish, improve, and refine services.
- building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
- track and prepare the kpi matrix on weekly and monthly basis
- prepare the monthly business report (mbr) and share with project head and leadership team.
- proactively monitor customer issues until they are fully resolved, keeping the customer informed along the way of incident (service ticket) lifecycle from assignment till closing
- continually improve self and team's skills through work experience and training(s)
- maintain the sla for issues with respect to the severity.
- collaborate and engage with various internal/external teams for faster resolution
- create effective customer service procedures, policies, and standards.
- develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- implement an effective customer loyalty program.
- maintain accurate records and document all customer service activities and discussions.
- assess service statistics and prepare detailed reports on your findings.
- remain organized and meeting deadlines.
- hire and train new engineers on the project.
job requirements
- bachelor's degree, in information technology, computer science or equivalent.
- a minimum of 5 years of proven experience in a customer service and/or service delivery position.
- experience in customer service, leadership, and project management may be advantageous.
- proven working experience in enterprise technical support manager or as a service delivery manager.
- in-depth knowledge of the cloud infrastructure, windows, linux, networking & storage.
- good computer skills and the ability to use business support software.
- customer obsession, passion for delighting customers
- strong customer service, project management, and quality control skills.
- good resource planning skills.
- excellent leadership and customer service skills.
- strong teamwork skills and attention to detail.
- should be flexible to work in 24x7 environment and on call schedule
preferred technical qualifications and skills
- cloud associate/professional certifications(s) on any cloud provider
- in-depth understanding on iaas concepts: compute, networking and storage
- should have strong experience in any one of the cloud oci/aws/azure
- skills: cloud, compute, networking and storage, service deliver, customer management, project management, reports, kpi, ms office (excel, powerpoint), agile
your success will be measured through but not restricted to
- team's productivity - measured in chats/tickets per day
- resolution time - average time to resolve
- meet sla and project kpis
- customer feedback
- how well you collaborate with customer and key stakeholders
- embracing change and be cheerful about it
- your ability to act and sense the urgency for all customer issues and organizational impact.
- ready to support 24/7 model and national/public holidays too.