Service Delivery Manager Job Description

Service Delivery Manager Job Description

A good Service Delivery Manager should interact with the customer to know his/ her needs and provides him with services that satisfy his requirements. Candidates should have excellent communication and computer skills to have a successful career in service delivery.

Service Delivery Manager may work in a variety of industries and can perform both technical and administrative tasks, such as solving technical problems, managing team performance, and controlling service quality. Ultimately, the Service Delivery Manager works to maintain good customer relationships and improve the company’s services to maintain customer satisfaction.

Service Delivery Manager Job Description

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 inventory. The main tasks of a Service Delivery Manager, however, include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.

To be a successful Service Delivery Manager, you should demonstrate strong leadership and team working skills. You should also demonstrate excellent communication and computer skills.

Service Delivery Manager Responsibilities:

Maintaining positive relationships with customers.
Identifying customer needs and overseeing service delivery within the business context.
Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
Managing finances and budgets.
Determining ways to reduce costs without sacrificing customer satisfaction.
Assessing customer feedback and using your creativity to establish, improve, and refine services.
Remaining organized and meeting deadlines.
Building partnerships and liaising with team leaders to determine the company’s services, delivery criteria, and solutions for issues that may arise.
Frequency of Supervisory Contact – the IT Service Delivery Manager is expected to:

conduct regular 1:1 briefings with the direct reports on an on-going and regular basis
know the status of projects in his/her span of control and any key issues that may impact scope or budget
synthesize and communicate project and business issues on an on-going basis, manage the group’s awareness of major business and IT issues, and help to prevent escalations, where possible

Empowerment/thought leadership:

The IT Service Delivery Manager is empowered to exercise sound judgment and encouraged to make clear decisions on project issues, managing customer relationships, delivering value, providing leadership and guidance to direct reports, and partnering with peer team members

Other Requirements:

Global travel may be required
Fluent English speaker

Service Delivery Manager Requirements:

A Bachelor’s degree in a Business-related field.
Experience in customer service, leadership, and logistics may be advantageous.
Good computer skills and the ability to use business support software.
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.

About The Person

Skills & Experience Required:

  • Experience of managing multi-site IT or application support teams.
  • Experience of IT asset and license management.
  • Experience of creating and managing an IT Service Catalogue.
  • Able to coach and develop team members in implementing service management standards and processes.
  • Builds and maintains strong stakeholder relationships.
  • 5+ years’ experience of managing IT Service Delivery teams within environments of 1000+ users.
  • ITIL Certificate in Managing Across the Lifecycle or equivalent level
  • Prince2 or PMP Project Management Experience
  • Experience of Samanage Service Management Platform.