The Service Delivery Manager is responsible for designing, planning, and implementing strategic initiatives to generate revenue and increase profitability on Managed Services and DevOps business units. The Service Delivery Manager may also handle cross-functional teams that provide services related to applications support, desktop support, cloud services, robotic process automation (RPA), and expert & consulting services. Responsibilities include but are not limited to the setting of financial goals and managing resources to achieve business objectives and maximize value.
- Design, plan and implement strategic initiatives to generate revenue and increase profitability for Managed Services and DevOps business units. This includes but is not limited to the setting of financial goals and managing resources to achieve business objectives and maximize value.
- Build strategic partnerships with clients and key stakeholders to establish a strong foothold in their core business thereby gaining access to business growth.
- Drive Service Portfolio Management of the business unit to ensure the right mix of services offered are aligned to the Company’s overarching business goals and priorities, maximizing the value of investment.
- Champion operational excellence to drive the lowest cost to serve and gain a competitive advantage in the Managed Services and DevOps market.
- Establish policies and procedures designed to ensure consistently high service performance in service delivery as well as total customer experience.
- Identify and analyze issues that prevent delivery of high-quality service to end-users and implement remediation and preventive actions using industry best practices.
- Provide functional, technical, and process leadership on Service Delivery management by leveraging the result of customer feedback analysis performed, Customer Satisfaction Index (CSI), and other analytical tools designed to measure customer satisfaction to improve client retention.
- Owns the Service Level Agreement and all other contractual obligations as the Managed Service Provider in all engagements.
- Effectively manage the implementation of these obligations including the risks involved throughout the contract.
- Other job-related activities may be assigned from time to time.
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