Service Delivery Manager

The Service Delivery Manager is an individual in the Service Delivery Management team and takes responsibility for the delivery of services to one or more of the company’s accounts whose operations span a regional geography and multiple company GTMs. The Service Delivery Manager has expert ability in ensuring a co-ordinated delivery of the service in multiple locations across the region involving at times different countries, cultures, people and technologies.

**Ensure client satisfaction**

The Service Delivery Manager is equally responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the client. These obligations may reflect operational, commercial and legal obligations.

**Establish relationships with clients**

As the Service Delivery Manager for a client, these employees establish excellent working relationships with the client representatives who also operate at a regional level within their business typically. Client experience and operational governance is their main objective. They maintain a coherent strategy for dealing with service delivery across the regional environment.

**Manage the delivery of service**

They advise on the management of the delivery of the service by establishing the relationship with the client, agreeing the points of interaction and escalation, managing the services budget and ensuring the continuous delivery of the service according to the SLA. They take accountability for management escalations and lead the service delivery managers through to a resolution that is satisfactory for the client and company management.

**Develop and maintain service excellence**

The Service Delivery Manager is accountable for ensuring that a culture of service management excellence is developed and maintained by the delivery team. They achieve this by demonstrating strong leadership qualities that support a strategic development approach to client engagement and operational delivery. They have a deep understanding of the client’s business needs and technology strategy and the associated company’s delivery model.

**Facilitate the delivery of service**

They facilitate the delivery of the service by establishing the ‘Single Point of Contact’ interface with the client and Services organisation, agreeing the points of interaction and escalation, participating in the services budget and ensuring the continuous delivery of the service according to the contractual commitments and expectations set. In terms of ensuring service delivery they will, in collaboration with the appropriate Service Delivery Manager ensure that the correct remedial activities are undertaken to meet the quality requirements agreed with the client. These individuals align with the Service Delivery Management team and at times vendors, preferred partners and contractors in other regions, to ensure service delivery to the client in line with the contractual terms.

**Identify risks to solution implementation**

They ensure the identification of risks to delivery and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or delivery impact to the client. These individuals advise on and contribute to the implementation of delivery model improvements focused on optimisations that will be valuable to the client and the company. They have an intimate business relationship with the client and are in tune with what is happening in the client’s environment operationally and at the client satisfaction level and provide management, sales and delivery teams with visibility of any priorities and risks.

**Assist the Sales organisation**

They use the close relationship with the client and assist the Sales organisation to identify opportunities to up sell services and to track other opportunities that may emerge. Their proximity to the client’s environment enables them to contribute to pre-sales processes by providing insight into the client’s organisation, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client. They clearly understand and contribute to the Account Plan and look for and identify opportunities for growth within the assigned portfolio and work closely with the pre-sales and sales team to maximise opportunities. They contribute to raising the awareness of the competitive landscape for assigned portfolios and in collaboration with the sales teams the assist with the development of strategies to ensure account retention.

**Resolve escalations**

Problems and issues that cannot be resolved by delivery staff are escalated to the Service Delivery Manager and they are expected to make necessary recommendations to the team and executive sponsors and take ownership of and drive resolution or further escalate these incidents. The Service Delivery Manager may also act as the po