Job title: service delivery manager
the role of a service delivery manager is pivotal in executing the service delivery strategy for assigned customers or customer portfolios. This involves aligning with customer service level agreements (slas) and expectations to ensure seamless execution.
key responsibilities:
* drive consistent execution that meets service delivery requirements and customer expectations by leveraging operations dashboards and internal analytics to identify areas of service excellence and gaps.
* implement a continuous improvement methodology to manage kpis for the service delivery team, thereby enhancing overall performance.
* analyze recurring service delivery interruptions and customer issues to drive root cause analysis and implement corrective and preventive actions.
* serve as the key customer contact for operational needs, fostering strong relationships and ensuring timely resolution of issues.
* collaborate with various business areas to standardize best practices, driving efficiency and consistency across the board.
team leadership:
* foster a high-performing team by leading and mentoring direct reports through regular feedback, coaching, and guidance based on performance dashboards and personal development plans.
* ensure that all team members have a deep understanding of customer business objectives and the strategies to achieve them, enabling informed decision-making and alignment.
* provide the necessary resources to execute day-to-day operations, ensuring the team's ability to meet customer needs and expectations.
* craft schedules to guarantee proper account coverage, including pto, meals, breaks, and other essential tasks.
* maintain and utilize account specific onboarding for new team members, promoting a smooth transition and effective integration into the team.