Service Delivery Management Job Description
Service delivery management
provides ITIL infrastructure subject matter expertise to develop, improve, integrate, measure, and report on operational processes and comply with ITIL framework.
Service Delivery Management Duties & Responsibilities
To write an effective service delivery management job description, begin by listing detailed duties, responsibilities and expectations. We have included service delivery management job description templates that you can modify and use.
Sample responsibilities for this position include:
Escalation point for any operational issues both for TPA and internal AM teams
Liaison with all internal & external vendors
Work as one team towards internal clients - support and cover for team colleagues during period of extensive volume, holiday and cross training
Represent the team in Services Operations portfolio management functions
Drive our internal rhythm and manage the budget
Establish and grow our brand inside of Services Business Operations
Key contibutor to building the production organization and transforming Digital to align with CCB Production Management processes, goals, and objectives
Ensure that all changes to Configuration items are reflected in the CMDB and only authorized components are used in the services and infrastructure
Minimize the number of quality and compliance issues caused by improper configuration of services
Support operations by assessing impact of a CI failure by readily identifying the services that it supports
Service Delivery Management Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Delivery Management
List any licenses or certifications required by the position: ITIL, PMP, HDI, COBIT, AWS, ISM, APICS, IAITAM, ITAM, V3
Education for Service Delivery Management
Typically a job would require a certain level of education.
Employers hiring for the service delivery management job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Engineering, Education, Business, Management, Information Systems, Technical, Business/Administration, Finance, Information Technology
Skills for Service Delivery Management
Desired skills for service delivery management include:
Sales Processes
ITIL framework
Organization
External business issues to improve products
Internal
Processes and customers
Services
Enabling effective review
Influence and shaping
Service Designs in an ITIL framework
Desired experience for service delivery management includes:
Technical knowledge – Apply growing technical knowledge of the SAP Materials Management (MM) Module to solve application issues of varying complexity
Knowledge of report writing and graphing from multiple sources to define a purpose
SSD Area delivery and fulfillment of KPIs
Production (quality, cost and lead-time) of IWPs as defined by Demand Plan, orders and call offs
Support to Regions for introduction and application of IWPs
Responsibility to spot, act on and minimize risks within the business
Service Delivery Management Examples
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Service Delivery Management Job Description
Job Description Example
Our company is searching for experienced candidates for the position of service delivery management. 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 service delivery management
- Responsible for the co-ordination of the review and updates of key operational procedures (business owned but coordinated through SD team)
- Ensure that al vendors are achieving their KPI’s via constant monitoring
- Provide overall hands-on leadership for the Application Service Delivery function.•Leads resolver participation in the Incident Management and Problem Management processes
- Ensure SLAs are in place for all products delivered to clients
- Proactively monitors SLAs and escalates where necessary
- Ensures that capacity planning and monitoring are in place for all products and corrective actions are taken as required
- Represent Application Service Delivery in the SDLC to ensure supportability
- Review and provide sign off on product changes into pre-production and Production environments
- Maintains strong relationships with the Alternative Investments business partners, understands their needs and priorities
- Responsible for managing recruitment, training, perform assessment, compensation, recognition/disciplinary actions, career guidance, and coaching
Qualifications for service delivery management
- Ensure service delivery and project rollouts are within Service Levels Agreements (SLAs)
- Extensive years of IT Industry experience within leadership role
- Experience with client facing service delivery on an enterprise scale
- Technical issues (company policy, terms & conditions, regulatory, HMRC reporting, Client Money)
- Procedural issues impacting all TA related vendors
- Appropriate escalation and resolution of matters impacting JPM AM
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Service Delivery Management Job Description
Job Description Example
Our growing company is looking for a service delivery management. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service delivery management
- Provide input into the development of the enterprise process standards to provide consistent interfaces between suppliers, the business, and service management using industry best practices aligned with the ITIL framework
- Managing day to day delivery of services in order to achieve the agreed Service Level Targets
- Owning the transition of projects and services into live service
- Acting as single point of contact for client counterparts for end to end delivery of projects and services throughout the lifecycle
- Interact with AD and business groups to determine data, performance, and other issues related to the application
- The candidate will be expected to gain new financial knowledge as needed
- Formulates and implements procedures on operational processes
- Provides regular updates to senior management regarding client issues, budgets
- Definition and structuring of strategic, complex cross organizational and cross entity change initiatives
- Provide leadership to direct reports, contractors, support partners and cross-functional project participants that include work direction, coaching and feedback, employee development and performance management
Qualifications for service delivery management
- Understanding of writing Business
- Development of tactical partnership with strategic decision makers
- Three or more years experience with Sybase and/or Oracle and/or MS SQL
- Basic working knowledge of Java, JavaScript, JSP, Perl and Web based application
- Understanding the Real Estate, Private Equity and/or Hedge Funds Investment Business is a big plus
- Deep experience as a user of IT Service Management software
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Service Delivery Management Job Description
Job Description Example
Our growing company is hiring for a service delivery management. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service delivery management
- Manages the point of engagement for all elements of the US Gas Business Enablement program’s consumption of IS services and, where a service is being developed within GBE, directly manages the establishment and operation of that service its eventual integration into the larger IS shop
- For new or significantly changed services specific to GBE, defines appropriate service levels for Service Delivery partners
- Upgrades ETL system by conferring with external vendors and services
- Working collaboratively with leadership from each line of CRE service, and partnered with internal Finance, identify initiatives to address annual savings targets/requirements and track progress against the achievement of these targets
- Evaluate the requirements for proposed changes to Configuration Management System (CMS) and partner with end user and operations group to ensure the development, delivery and implementation of changes
- People Management of Configuration Management team and external contractors
- Provide operational information, warnings and exceptions, to aid automation
- Review and monitor and report on committed service performance to contract both hard and soft deliverables including maintenance of business activities, improvement activities, and end user feedback
- Lead/Update/Understand and Champion measurement process including the submission and completion of scorecard on a monthly basis
- Provide oversight for the service management processes that provide consistent interfaces between customers and service providers in the areas of incident, request, problem, configuration, and change management are adopted and managed across the enterprise
Qualifications for service delivery management
- Provide guidance and expertise in relation to ITSM competency activity
- Experience managing environments being hosted by vendors such as Atos, Wipro, Datapipe .
- Experience in Infrastructure capacity planning
- Abitility to organize several tasks
- Excel - super user level
- Access - Basic, not mandatory
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Service Delivery Management Job Description
Job Description Example
Our growing company is hiring for a service delivery management. 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 service delivery management
- Develop quality metrics for Service Management process lifecycle management, analyze data and implement quality improvements
- Run or confirms management of major incident management meetings to facilitate the resolution of major incidents 24 x 7 x 365
- Monitor and assess the occurrence of all major incidents to ensure they are handled as quickly and efficiently as possible
- Coordinate teams which are responsible for coordinating all activities necessary to detect and analyze problems which may potentially affect service or have impacted service are following through
- Service Introduction
- Service Decommission
- Maintenance of the Project Accounting System forecast and the Timesheet approvals
- Participate in preparation of commercial propositions
- Managing contract documents as per the agreed processes
- Enable consultative selling
Qualifications for service delivery management
- Powerpoint - Intermediate / Advance level
- Should have worked as the key person with whom the customer deals with, in all process related matters
- Accuracy, analytical with the utmost attention to detail
- Ability to multitask whilst remaining calm, flexible, accurate and efficient under pressure and change
- Focus on results and be aware of risks/controls
- Ability to think outside the box and identify potential upcoming issues and take pro actively appropriate actions
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Service Delivery Management Job Description
Job Description Example
Our company is hiring for a service delivery management. 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 service delivery management
- With contracts under his/her responsibility, engage in selection of vendors, perform vendor relationship and contract management, define service levels and SLA compliance, identify the cost model for the services, tracks and prepare the costs incurred, forecast future costs, monitor the agreed services delivered towards invoices and settlements
- Develop and maintain internal processes with the service owners that will allow proper assessment before engaging with same suppliers, active tracking of agreements (including expiries and renewals and their implications), that all required documentation is prepared by service owners, regular assessment of ITT's engagements and pricing with the current market trends
- Sets targets, and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts
- Establish and execute global a governance structure to ensure delivery to contract SLAs and committed objectives
- Manage global financials for campaign management engagements
- Defines and analyzes data requirements for database designs
- Lead, Manage, Coach and Mentor and a team (8-12 Staff) of Service Delivery Managers (SDM’s)
- Operate as the clear owner of service management across the portfolio
- Own and manage the CNSV customer satisfaction process
- To proactively create initiatives to drive Customer Service Excellence
Qualifications for service delivery management
- Fluent in English, any other European language would be beneficial
- Transfer Agency experience, including experience in Cash/Reconciliation areas
- Take initiative in identifying and escalating opportunities to positively impact business objectives
- A minimum of 10 years of progressive experience working in enterprise infrastructure technology organizations along with strong understanding of cloud technologies and architectures is required
- Minimum of 8 years of demonstrated experience successfully delivering information technologies business solutions for large-scale global applications across multiple infrastructure environments is required
- Minimum of 4 years of demonstrated experience in Configuration Management including data modeling, process and controls is preferred