Service Delivery Manager - Associate Manager

Job Description

Role

Accountable for the overall Financial, operational and account satisfaction for the specify delivery locations

• Financial (expense, recovery, residues)
• Customer Satisfaction
• Internal delivery process standard
• Growth forecast and engagement of delivery resources
  
  

Essential Job Functions

• Single point of contact for the Account Service Team (ADM, Global ADM, Client manager, Service delivery Executive) ensuring TCE (total customer experience) for the account
• Ensures cross tower / cross- service line cooperation and coordinates activities between teams
• Integrates the operation departments and streamline the processes between tower (delivery organization and location), other teams and customer
• Communicates with and drives operation teams to meet Customer expectations and execute on agreed improvement plans
• Ensures that services are delivered according to the Service description (SLO – service level objectives), using utility Services Standards and ITSM/ITIL methodology
• Support change management activities, accountable for large change projects
• Identifies (together with DLs) technical resources to complete project and change management activities
• Resource capacity planning
• Reviews, assesses, adapts and re-implements processes to support planning, distribution maximization (to lower level) in order to decrease the workload put on people and increase the customer satisfaction
• Participates in the sizing and planning for “Work Migration” of Account team
• Participates on Operation Meetings (conf calls) with customer on request and hosts reviews at key Delivery Centers, as necessary
• Participates on Account Steering Committee meetings, drives open transformation actions to improve delivery environment
• Communicates and works closely with ADM
• Performs regular billing and time tracking check/assessment in order to maintain correct invoicing/reporting
  
  

Basic Qualifications

• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in a similar role
• Minimum of 3 years’ experience in the Outsourcing Services Business
• Technical knowledge/background in systems administration,
• Good familiarity in the area Infrastructure Operations/ Service Desk Area with past cross-functional exposure
• Good communication, networking and negotiation skills
• Excellent English communication skill (both - oral and written)
• Strong customer and service orientation
• Good communication, networking and negotiation skills
  
  

Other Qualifications

• An advanced degree in a relevant field is a plus
• Relevant certifications, such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or Certified Cloud Practitioner, are a plus
  
  

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