Service Delivery Manager
Summary
The Service Delivery Manager oversees end-to-end operations for Service Desk, Field Support, and Account Management teams to ensure SLA compliance and operational excellence. The role involves leading teams, managing client escalations, optimizing workforce productivity, and driving continuous process improvements.
The Service Delivery Operations Head is responsible for leading and managing end-to-end service delivery operations across Service Desk, Field Support Services (FSS), and Account Service Management (ASM) teams. This role ensures operational excellence, SLA/KPI compliance, client satisfaction, and continuous improvement of service delivery performance.
Requirements
1. Operational Management & Service Delivery Oversight
• Oversee daily operations of Service Desk, FSS, and ASM teams.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.
• Monitor operational metrics including ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.
• Drive operational stability and ensure timely resolution of incidents and service requests.
• Ensure effective coordination between operational units and support teams.
2. Client & Escalation Management
• Act as the primary escalation point for critical operational and client-related concerns.
• Participate in client meetings, operational reviews, and business reviews.
• Ensure timely and accurate communication with clients during critical incidents.
• Lead recovery actions for SLA risks, operational gaps, and escalations.
• Build and maintain strong professional relationships with clients and key stakeholders.
3. Team Leadership & People Management
• Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.
• Conduct coaching sessions, performance reviews, and alignment meetings.
• Drive accountability and enforce operational standards and governance.
• Identify staffing gaps, training needs, and succession planning opportunities.
• Support employee engagement, retention, and development initiatives.
4. Performance Monitoring & Continuous Improvement
• Analyze operational reports, SLA/KPI performance, workforce trends, and productivity metrics.
• Identify process gaps and implement continuous improvement initiatives.
• Standardize operational procedures, documentation, and escalation processes.
• Ensure adherence to internal policies, client requirements, and compliance standards.
• Lead initiatives focused on automation, efficiency, and operational optimization.
5. Workforce & Resource Management
• Oversee manpower allocation, scheduling strategies, and operational coverage.
• Ensure optimal utilization of field engineers, service desk agents, and support teams.
• Work closely with Workforce Management and Reporting teams for forecasting and analytics.
• Monitor attendance, productivity, and compliance across all service delivery teams.
6. Reporting & Governance
• Review and validate operational reports, incident reports, client updates, and dashboards.
• Ensure accurate documentation of escalations, corrective actions, and performance reviews.
• Present operational performance, insights, and recommendations to senior management.
• Support audit requirements and ensure adherence to governance frameworks.
As published by workable
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