Service Delivery Manager

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 Team leads, Clients management, reporting functions and all roles who have direct or indirect impact on the Operations and Service delivery of our Client towards their respective Business partner.

Job Specifics/ Responsibilities

1. Understanding of the Business partner’s 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 the Business partner
Demonstrates they have a clear grasp of all open items
Focuses conversation on biggest priorities and help needed.
 Owns communication with the Business partner (Site Leaders / Operations / Customers (where applicable)
 Teams up with relevant Business partner service leaders as needed on issuing communication to broader business units
 Acts as bridge between the Client team, the Account team and the operations team

 Excellent English - C1
 Customer orientated, enthusiastic, courteous, assertive and motivated;
 Capable of being self-managed;
 Team player;
 Excellent customer service, telephone, oral and written skills
 Excellent presentation and communication skills
 Committed to self-development;
 Capable of managing own time and workload;
 Being eager to acquire and share knowledge;
 Demonstrate leadership and sound business acumen, showing consistency among principles, values and behavior, thus building the trust and confidence of customers and business partners and following through on commitments;
 Builds effective relationships with colleagues, clients, customers and business partners;
 Excellent analytical skills;
 Excellent problem-solving skills;
 Result-oriented;
 Able to research and find solutions when encounters unfamiliar situations.

Iné neuvedené oblasti

Spoločnosť je globálnym lídrom v profesionálnych riešeniach v oblasti IT, strojárstva a prírodných vied.