Senior Service Delivery Manager Job Description

Senior Service Delivery Manager Job Description

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Senior service delivery manager provides leadership to Accounts Payable and Accounts Receivable staff to ensure their commitment and delivery of high quality services.

Senior Service Delivery Manager Duties & Responsibilities

To write an effective senior service delivery manager job description, begin by listing detailed duties, responsibilities and expectations. We have included senior service delivery manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Consistently meet or exceed customers' expectations
Lead internal teams/task forces
Manage regularly schedule status meetings with internal and external vendors, stakeholders and Customer
Resolve and/or escalate issues in a timely fashion or Anticipate before the issue impacts project schedule and/or scope
Ensure all required equipment, construction, permits, vendors and customer readiness is in place to ensure a successful service implementation
Develop detailed status reports to Management including internal metrics and results
Review and Approve deliverables prepared by team before passing to client
Project Tracking & Oversight
Operational management and reporting of a portfolio of services in line with service level commitments
Customer Incident Management for major service incidents

Senior Service Delivery Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Senior Service Delivery Manager

List any licenses or certifications required by the position: ITIL, PMP, AWS, PMI, SAP, SPC, CISM, CISSP, V3, SMC

Education for Senior Service Delivery Manager

Typically a job would require a certain level of education.

Employers hiring for the senior service delivery manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Engineering, Finance, MBA, Education, Accounting, Business, Business/Administration, Information Systems, Management

Skills for Senior Service Delivery Manager

Desired skills for senior service delivery manager include:

Project management principles
Software development life cycle
Areas of data centre management and delivery in an outsourcing environment
Accounts Receivable and Accounts Payable
Asset Accounting
Component
Deployment
E.g
FIS products and services and business operations
Health & Safety requirements and how they can best be implemented

Desired experience for senior service delivery manager includes:

Manages and validates status and logs of critical and escalated issues
3+ years interfacing with customers/clients
Experience in a variety of NRO related sub domains such as Site Acquisiation, Civil Works, Network Rollout, Site Integration
Senior management escalation point for major service incidents
Management of the cost for the support of the application assets underpinning managed service portfolio
Ensure overall business objectives are met including Quality Assurance standards, change control, and issues and risks resolution

Senior Service Delivery Manager Examples

1

Senior Service Delivery Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of senior service delivery manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior service delivery manager
  • Carries out management and supervisory responsibilities in accordance with the organization's policies and applicable laws
  • Provides project leadership and oversight of large scale, complex solution implementations for customers of the Global Professional Services (GPS) business
  • Supporting moderate to large complex TM projects and programs by providing strategic direction to projects and peers
  • Help drive National level projects, under specific programs, to completion with project skill set and critical thinking
  • Work w/ internal and external stakeholders to deliver on the adoption of a clinical application across Care Delivery Organizations
  • Develop and maintain project management-type artifacts such as project plans, risk/issue log, status reports, communication plans, RACI, to support project
  • Migrate the team execution methods to more agile design and development methods
  • Help improve our development processes by ensuring key steps are template, requirements are robustly defined in order to ensure clarity of development and minimization of change requests
  • Work with other departments to establish a design, technology, product development, and vendor strategy that provides flexibility and growth opportunity
  • Work with the marketing team to ensure services and features are well understand and communicated appropriately
Qualifications for senior service delivery manager
  • Proficient in strategy development for complex, multi-modal network architectures
  • At least 5 years of Sales Delivery or Sales Management experience
  • At least 3 years of Business Banking Segment experience
  • Bachelor's degree in electrical engineering, system engineering, or like disciplines A minimum of 10 years of experience across a myriad of competencies including app development, electrical engineering, cloud services, and program management
  • Understanding of standard operating systems and development frameworks in order to input evaluation criteria to ensure flexibility
  • Strong background in program management and ability to infuse efficiency via automation and agile design
2

Senior Service Delivery Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of senior service delivery manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior service delivery manager
  • In collaboration with architect and management, set strategy to support organizations including the feasibility of change and its likely impact upon the business
  • Contribute to policy making at the highest level with respect to the full range of matters including strategic planning, hardware and software procurement, staff development and rewards, choice of methods and standards and the marketing and selling of services and products
  • Collaborate in setting strategy for monitoring and managing the performance of IT-related systems and services, in respect of their contribution to business performance and benefits to the business
  • Ensure that service level agreements, contracts and negotiations with both internal and external suppliers focus on meeting the business needs of the corporation by providing a value for money service in terms of standards, quality, efficiency, safety, performance and cost effectiveness
  • Ensure that the delivery of systems and services are monitored and maintained to the high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, parameters or contracts
  • Take responsibility, within an IT service facility/operational environment, for setting targets, monitoring performance, and managing the service in an efficient and effective manner
  • Ensure that necessary arrangements are in place to maintain or recover the delivery of systems and services in the event of any physical, technical or environmental disaster or major outage providing continuity of service to the client organization
  • Establish a quality plan to assess the ongoing success and effectiveness of the process and ensure that any necessary changes are implemented
  • Ensure that subjective views of supplier performance by own staff and the customer are taken into account, and monitors the actions taken to maintain and improve the service, including negotiation of changes to the contract or SLA
  • Lead regular service review meetings with suppliers and meets customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained
Qualifications for senior service delivery manager
  • Basic knowledge of marketing in order to anticipate that the marketing team will need in order to properly communicate the features his/her group is developing
  • Familiarity in working within global environments with successful track record in working cross-culturally
  • Experience working in a flat organizational with lean resources thereby requiring strong cross functional collaboration skills
  • Developing and maintaining c-suite relationships at enterprise level in client organizations
  • Creative thinking, always looking for ways to improve everything you come in to contact with
  • As a member of the Cloud Service Delivery Leadership Team, creating a single view of Service Delivery across Hotel segments and business areas
3

Senior Service Delivery Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a senior service delivery manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for senior service delivery manager
  • Is the final point of escalation for most significant issues or problems raised by the suppliers, users or own staff, and arbitrates in situations where the team members feel unable to deal with the issue themselves without more senior management support or advice
  • Use negotiating skills and personal influence to represent the corporation both externally and internally, formally and informally, establishing confidence and respect both for the functions represented and as an individual
  • Advise and influence business clients and customers at highest level, regarding the delivery, costs, availability and functionality of services and systems
  • Develop effective partnerships, based on mutual commercial interest for future development
  • Negotiate Service Level Agreements (SLAs) and performance metrics with major suppliers and business clients
  • Initiate investigations and feasibility studies on behalf of organization
  • Oversee the specification of services, ensuring that service levels and specifications are negotiated with end user management and suppliers
  • Authorize allocation of resources for the planning, development and delivery of major information systems services and products
  • Obtain and manage budget for the execution of third party contracts, taking responsibility for promoting the products and/or services within own organization
  • Operational responsibility for providing services to the corporation 7X24X365
Qualifications for senior service delivery manager
  • Meet Service Delivery specific transformation objectives and KPIs
  • Driving change and successful completion of projects across Service Delivery team
  • Ensures effective communication to Cloud Leadership on project updates, customer cycle, and expected results
  • Exceptional track record in a Senior Service Delivery / Customer experience role at enterprise level
  • Managing client accounts
  • Ability to present and network at C-suite level
4

Senior Service Delivery Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of senior service delivery manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior service delivery manager
  • Prepare for and attend regular service delivery meetings to provide service status
  • Governance and oversight of service delivery from suppliers
  • Implement and maintain Message Hygiene (antivirus & antispam), Mail Relay, Transport Layer Security (TLS) Encryption, Data Loss Prevention (DLP) and E-mail encryption services
  • Implement and maintain Cisco IronPort security appliances, SenderBase, Anti-Spam, Virus Outbreak filters, Registered Envelope Service and DLP along with Sophos Antivirus
  • Implement and maintain FireEye threat prevention appliances
  • Maintain security procedures and policies, including review of patch compliance, configuration management, firewall activity and other system logs, vulnerability (anti-virus, software/firmware patching) management of periodic system intrusion testing and investigation of exception conditions working alongside of the Information Security department
  • Respond to security incidents according to organizational incident handling policies
  • Monitor and report on compliance and enforcement of security policies
  • Ensure that controls and configurations are aligned with security policies and legal, regulatory and audit requirements
  • Lead root cause analysis of critical events for improving preventative and reactive processes
Qualifications for senior service delivery manager
  • Experience in product staging, service desk, and managed print preferred
  • Maintain technical solutions based on best practices to fulfil contractual, regulatory, and legal requirements supporting SSAE16, FISMA, PCI, ISO 27001, HIPAA, and SOX
  • Due to the 24x7 operations of the business, must be able to work a flexible work schedule when needed
  • Must have a background working with Exchange and Instant Messaging in a Service Delivery Manager or similar capacity
  • Minimum Bachelor’s Degree Computer Science, Information Systems, Engineering, Business Administration, or equivalent work experience
  • Certified Information Systems Security Professional (CISSP) certification or other information security certifications preferred
5

Senior Service Delivery Manager Job Description

Job Description Example
Our growing company is hiring for a senior service delivery manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior service delivery manager
  • Manage GRG Vendor to ensure optimal performance and improvement of existing processes
  • Monitor performance vs service contract and cost / budget
  • Constantly monitor SSB performance, identify issues and analyse root cause(s) and develop proactive actions with countries to meet SLA
  • Develop indicators (leading/lagging) to identify potential service issues and preventive measures
  • Lead and mentor country operation teams (vendor management, claims, analytics, reconciliation) to meet agreed SLA, and Staff Efficiency & Productivity targets
  • Review processes and identify areas for improvement and risk control
  • Provide operational support to BUs for new initiatives
  • Provide coaching and counselling to staff, and improve their skill set
  • Provide decision on issues of exception within the scope allowed
  • Handle specific projects assigned
Qualifications for senior service delivery manager
  • Strong Project Management skills (8+ years, PMP a plus)
  • Desire for candidate to have experience leading the service delivery management of a service or set of services to an enterprise organization
  • Experience setting up and/or managing O365 services such as email and instant messaging
  • Experience setting up and/or managing boundary services using products like IronPort and FireEye
  • Knowledge of Symantec or similar anti-virus platform highly desirable
  • Has in-depth commercial and technical expertise, often in a variety of environments

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