The Service Delivery Manager ensures the effective delivery of high-quality services to clients by overseeing the service lifecycle, maintaining operational efficiency, and driving continuous improvement. This role ensures the successful ICT service provisioning at client sites through the application of proper Service Management principles, processes and efficient and effective measures. Managing client expectations, ensuring SLAs are met, and coordinating between cross-functional teams to deliver exceptional service performance, customer satisfaction, and alignment with business objectives. The Senior Service Delivery Manager plays a key role in fostering client relationships with key stakeholders, resolving escalations, and ensuring service excellence.

DUTIES AND RESPONSIBILITIES

Customer Relationship Management

Managing customer project and contractual requirements from beginning to end.
Handling escalations and ensuring clients are constantly updated on progress.
Carrying a customer-centric mindset and "can do" attitude.
Managing conflict or disagreements with respect, maturity, patience, and understanding.
Encouraged participation in customer's social gatherings when applicable.

Contract and Service Level Management

Managing contracts and ensuring the company is honouring their contractual commitments to the client.
Familiarizing with current client contract terms and conditions, service offerings, and commercials.
Creation and maintenance of the Service Level Agreement with the relevant cost schedules and reporting, providing service delivery services to the customer for both internal and external use.

Team and Performance Management

Managing key stakeholders and service owners, including monthly KPI feedback meetings.
Managing, developing, training, and providing feedback to staff where applicable.

Service Portfolio Management

Understanding the full service portfolio per client and ensuring the management of contracted services in alignment with client expectations.
Building solid relationships both internally and externally and providing direction to drive the concept of TEAM.

Monthly Service Reviews, Reporting and Performance Monitoring

Ensuring weekly updates and monthly service reviews are conducted according to the BCT Service Delivery Model and Reporting standards.
Presenting accurate, up-to-date monthly reports to clients on usage and performance statistics, risks, and CSI recommendations.

Communication and Engagement

IT Service Delivery Manager

IT Service Delivery Manager

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