Service Delivery Manager

Job Scope / Summary

The Service Delivery Manager (SDM) is primarily focused on process improvement, best practice sharing and client satisfaction measures and
improvement plans. The SDM is responsible for ensuring that organizational, quality and customer satisfaction goals are constantly met or exceeded. Their key role is to ensure that all Service Level Commitments are met in line with the customer`s expectations. The SDM is expected to collaborate with the Project leads, Clients management, reporting functions and all roles who have direct or indirect impact on the Operations and Service delivery of client


Job Specifics/ Responsibilities
1. Understanding of clients orders:
 Order status and all corresponding activities, processes and vendors involved;
 Identify gaps in existing process in the case orders are not progressing as expecting and work to resolve identified issues
2. Knowledge management:
 Knowledge validation;
 Creation/improvement/validation of knowledge articles and fixes;
 Drive knowledge sharing within the team;
 The SDM is required to create, update and remove knowledge articles to ensure that they are readily available, relevant, accurate and easy to comprehend to ensure that all incoming information is transformed into knowledge and uploaded on a predefined location, easily accessible by the agents;
 The SDM is required to regularly assess the validity and usage of knowledge articles and identify opportunities for improvement
3. Communication:
 Agents' coaching (process assistance) upon request;
 Help Agents at their desk by answering questions or giving hints/tips to minimize the time to resolve for the customer.
 Focus on building good working relationships within the team and other Resolution Groups;
 Leads operational meetings with client
i. Demonstrates they have a clear grasp of all open items
ii. Focuses conversation on biggest priorities and help needed.
 Owns communication with client (Site Leaders / Operations / Customers (where applicable)
 Partners with relevant client Service leaders as needed on issue communication to larger client teams
 Acts as bridge between the company team, the Account team and the operations team
4. Operations management and continuous improvement:
 Track and prioritize open issues according to criticality / urgency / volume
 Works with operations to ensure focus and workload is managed to needed issues and volume. Engages escalation points and additional resources as needed to resolve.
 Tracks all open issues through to resolution, with proactive communication on status
 Operates with a sense of urgency to resolve issues
 Manage all time-off request for SDM resource, and partner with client to define backup plans as needed
5. Escalations and complaints:
 Provides process knowledge and expertise to interested stakeholders in case of escalations/complaints;
 Provides feedback how to avoid escalations and complaints and updates the available knowledge;
 Follow-up on escalated issues and make sure resolution is achieved.
 Perform root cause analysis of the escalations and complaints and propose ways to minimize their occurrence.
6. Other:
 Remain well versed in team policies, procedures, standards and documentation
 Adhere to all company policies and procedures;
 Protect confidential and sensitive information and materials;
 Comply with specific or ad-hoc tasks;
 The SDM may have dotted reporting to the Clients management, depending on the specific tasks or assignments they need to complete.

Other administrative and support service activities

international company