Manager, Service Delivery

A Manager of Service Delivery oversees the delivery of services to clients or customers, ensuring that they meet agreed-upon service levels and quality standards. This role is typically found in industries like IT, telecommunications, managed services, and customer support, where ensuring the seamless delivery of services is critical.

Key responsibilities include:

1. Service Operations Management:
   • Overseeing daily operations to ensure that services are delivered efficiently and according to SLAs (Service Level Agreements).
   • Monitoring service performance, addressing issues, and implementing improvements as needed.
2. Team Leadership & Development:
   • Leading and managing a team of service delivery staff, including service engineers, support agents, and technical teams.
   • Providing mentorship, training, and performance evaluations to ensure the team consistently meets service standards.
3. Client Relationship Management:
   • Acting as the primary point of contact for clients, ensuring their needs are met and that they are satisfied with the service.
   • Regularly communicating with clients to review service performance, gather feedback, and identify areas for improvement.
4. Process Improvement & Efficiency:
   • Identifying inefficiencies in service delivery processes and implementing strategies to improve speed, quality, and customer satisfaction.
   • Utilizing data and performance metrics to make data-driven decisions about service improvements.
5. Service Level Agreement (SLA) Management:
   • Defining, negotiating, and ensuring compliance with SLAs to maintain high service standards.
   • Tracking SLA performance and ensuring any breaches are addressed promptly, with root cause analysis and preventive actions.
6. Resource Management:
   • Ensuring that resources (staff, technology, and processes) are effectively allocated to meet client demands.
   • Balancing workloads, managing service queues, and coordinating with other departments or vendors as needed.
7. Incident & Problem Management:
   • Managing and resolving service incidents, outages, or disruptions that affect client services.
   • Leading root cause analysis and ensuring long-term solutions are implemented to prevent recurrence.
8. Budgeting & Cost Management:
   • Managing the budget for the service delivery function, ensuring that service operations are cost-effective while maintaining quality.
   • Monitoring costs related to staffing, technology, and other resources used in service delivery.
9. Stakeholder Communication:
   • Collaborating with other departments (such as sales, engineering, or IT) to ensure service delivery aligns with broader business goals.
   • Reporting regularly to senior management on service performance, issues, and opportunities for improvement.
10. Compliance & Risk Management:
    • Ensuring compliance with company policies, industry regulations, and customer requirements in all service delivery processes.
    • Managing risks related to service disruptions or non-compliance and implementing mitigation strategies.

This role requires strong leadership, client management, operational skills, and an understanding of both technical and business aspects of service delivery.

Is this role part of a larger team structure you’re planning or related to an ongoing project?