Service Delivery Manager

• Client Relationship Management:

  • Building and maintaining strong relationships with clients, acting as the primary contact for service-related inquiries and concerns.

• Service Level Agreement (SLA) Management:

  • Monitoring adherence to SLAs, identifying potential issues, and taking corrective actions to ensure timely and quality service delivery.

• Team Leadership:

  • Leading and motivating service delivery teams, assigning tasks, and providing coaching and support to ensure optimal performance.

• Performance Monitoring:

  • Defining key performance indicators (KPIs), tracking service delivery metrics, and analyzing data to identify areas for improvement.

• Issue Resolution:

  • Managing escalations, investigating service disruptions, and coordinating timely resolution of client issues.

• Reporting and Communication:

  • Preparing regular performance reports for stakeholders, including client updates on service delivery status and key metrics.

• Process Improvement:

  • Identifying opportunities to optimize service delivery processes, implementing changes to enhance efficiency and effectiveness.

• Budget Management:

  • Monitoring service delivery costs, identifying potential cost-saving measures, and managing budgets within allocated limits.

• Stakeholder Management:

  • Collaborating with cross-functional teams across the organization to ensure alignment with service delivery objectives.

Requirements

Qualifications:

*   **Bachelor's degree in a related field (e.g., computer science, engineering, business administration) or equivalent work experience.**
*   **At least 1 year of proven experience as a Delivery Lead or Project Manager.**
*   **Strong understanding of waterfall, agile methodologies, including Scrum, Kanban, and other related practices.**
*   Excellent leadership, communication, and interpersonal skills.
*   Strong problem-solving and decision-making abilities.
*   **Proficiency in project management tools and agile collaboration tools **[](https://apply.workable.com/questronix-corporation-2/j/1C5E9C91DA/apply/)