Service Delivery Manager Job Description

Service Delivery Manager Job Description

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Service delivery manager provides the Westfield interface into the ITIL Service disciplines delivered by IT Suppliers, covering Incident, Problem and Change Management.

Service Delivery Manager Duties & Responsibilities

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

Sample responsibilities for this position include:

Evaluate, implement, and support key IT Support Systems in order to optimize current desktop support processes
Establish a long term and sustainable relationship with the customer
Organize regular Service Review meetings and furnish status reports to client management
Business Process Excellence - Leverage the WW Credit Services Business Process Outsourcer (BPO) to achieve agreed performance metrics
Manage all procedures related to the identification, prioritization, and resolution of customer support requests, including the monitoring, tracking, and coordination of Help Desk functions
Seek for continuous improvement and suggest process improvements
Assess feedback from internal customers and (proactively) identify issues
Underpin the Operational Level Agreements within the delivery units where specifically needed
Plans, directs, and coordinates the organizational/technical activities required for delivery of the services to ensure technical solution meets contracts specifications
Utilise the Work Force Management System and/or ACM to extract capacity trends and information, make recommendations to branch/outlet managers and put plans in place to ensure optimal capacity management and control

Service Delivery Manager Qualifications

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

Licensing or Certifications for Service Delivery Manager

List any licenses or certifications required by the position: ITIL, PMP, PMI, ITSM, V3, IPMA

Education for Service Delivery Manager

Typically a job would require a certain level of education.

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

Skills for Service Delivery Manager

Desired skills for service delivery manager include:

ITIL processes
Relevant security and employment legislation
Systems
ESM software
ITIL disciplines
Software development life cycle
ITIL
Project management principles
Networking and Scripting
Three tier web application systems

Desired experience for service delivery manager includes:

Must maintain excellent verbal and written communication skills
Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change
Technology project management experience on real estate efforts
Ability to train people and show them how to use End User Technology productivity tools
Domain expertise with Distributed engineering and operations
Trained in product and/or project management best practices, procedures and tools (PMP

Service Delivery Manager Examples

1

Service Delivery Manager Job Description

Job Description Example
Our company is hiring for a 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 service delivery manager
  • Monitor defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs
  • Provide operational support relative to contractual commitments and SLA’s
  • Ensure the customer is educated on the tool using available company resources
  • Ensure customer receives appropriate Operational reporting through utilizing all available resources
  • Understand complex client network topologies & develops solutions to business challenges
  • Provide a lead point of contact in ST&D for Business Relationship Managers regarding service operations acting as an escalation point for service operations and chasing the resolution of major incidents
  • Establish and maintain mature working relationships with IT’s customers and represent IT in relation to service delivery and service quality
  • Ensure that customers are informed of service performance and major outages, agree improvement plans and working together with the appropriate Business Relationship Manager, input into service improvement initiatives, planning, strategy and change discussions
  • Ensure the availability of the services to the business is maintained and improved and corrective action is taken where the service is interrupted
  • Ensure SLAs are adhered to and measures are identified to improve services / metrics that are not being met, ensuring that support teams are capable of meeting the SLAs and customers are satisfied
Qualifications for service delivery manager
  • At least 5 years experience in Technical Support Services (TSS)
  • Lean Six Yellow Belt
  • IT industry background, ideally within service delivery
  • Experience in client/customer facing role
  • Good working knowledge of API / SDK programming related to Product / application architecture ( Genesys , nice , Voice XML, business objects )
  • Excellent written and oral communication skills, including the ability to create and deliver compelling presentations in both small and large group settings
2

Service Delivery Manager Job Description

Job Description Example
Our company is looking for a 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 service delivery manager
  • Understanding interrelationships and impacts of systems and applications upon the enterprise-wide technical environment
  • Assure quality standards
  • Collaborate with sales management to win "transformational Projects" and not just product sales to improve awareness about the value of selling services
  • Use a solution-selling approach to optimize results and ensure consistency
  • Maintain a manageable work schedule for consultants
  • Collaborate with the central services resourcing organization for resource allocation and management
  • Assess, improve, and expand the partner network to enhance our consulting services
  • Establish and cultivate relationships with partners, enabling strategic business growth through joint sales
  • Deliver project and program management oversight
  • Document application deployment architectures and communicate decisions in technical documents and diagrams
Qualifications for service delivery manager
  • Deliverables with customers IT requirement to meet business goals and proactive delivery of mission critical services related to environment, system hardware health and Operating System patching, firmware upgrades
  • Willing to work in US Prime shift
  • 5+ years of proven experience in service delivery leadership role, managing complex operations in a multinational organization against existing processes and SLA’s
  • Flexibility to adapt to shifting priorities, coupled with a sense of urgency and desire to ‘roll up their sleeves’ when needed
  • Entrepreneurial spirit with the ability to operate tactically and strategically
  • After-hours work will be required
3

Service Delivery Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of 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 service delivery manager
  • Responsible for governing service improvement initiatives and drive account specific innovation campaigns
  • Engage and mentor direct reports
  • And any other responsibility that might occur time to time
  • Support briefing and implementing clear prices and service communication of the service product offer relevant to my store in different media
  • Monitor and follow up the performance of our assembly and installation service providers, acting on the result and conclusions of the analysis
  • Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support
  • Champion Service and Support in projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed upon
  • Day to day line management of reception teams, campus helpdesk and house assistant teams (2 direct reports) ensuring high standard service delivery and the development/training/succession planning for each team
  • Complete vendor management of cleaning, catering contractors and document management partners including re-tendering and mobilisations as required
  • Responsible for managing support and coordination of internal events as required
Qualifications for service delivery manager
  • Bachelor's Degree or Equivalent in Business, Marketing
  • Typically has 3 to 5 years of IT work experience, including 2 or more years managing/coordinating projects
  • Must have experience in a customer facing role within the carrier space
  • Proven ability to drive relationships with carriers
  • ITTL Foundational Certification
  • A strong technical mind
4

Service Delivery Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of 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 service delivery manager
  • Act in lead sales role (when assigned by manager)
  • Conduct and/or participate in marketing activities (Seminars, Trade Shows)
  • Create SOW’s for prospects and assigned clients, coordinating any backend resources as necessary
  • Maintain intimate product knowledge of strategic vendors
  • Provide product and vendor information to staff as requested
  • Transfer project knowledge at project initiation phase where necessary
  • Record accurate activity notes, consulting time, and opportunities in ConnectWise
  • Stay educated and current on new technologies
  • The manager will work with other managers and team leads, including those in remote locations, to create a cohesive and collaborative environment that values team success across delivery, quality assurance, training, communication, and reporting
  • He/she will be responsible for performing QA of correspondence, adherence to defined processes, and member retraining and reporting
Qualifications for service delivery manager
  • 2 years Technical Support
  • MS Office experience - utilizing Word, Excel and PowerPoint
  • Experience in IT Service Management and Service Delivery
  • Strong working knowledge of SLA’s, including their creation, concepts and commercial management
  • Ability to deal with complicated and demanding clients
  • Experience of operating with a high level of autonomy and the ability to manage others to ensure delivery to agreed timescales
5

Service Delivery Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of service delivery manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service delivery manager
  • Metrics management in line with SLA performance requirements (internal only)
  • Provision of monthly performance reports, detailing Mitel’s performance within the SLA as required
  • First point of contact for cloud service escalations (in-service issues)
  • Oversees the management of cloud 3rd Party vendors who are contracted to deliver parts of the cloud service
  • Operating, monitoring and administering the LENDING applications
  • Operating, monitoring and administering Web applications and Web services based on Apache or JBOSS
  • Operating, monitoring and administering the application batch framework
  • Ensuring high availability of the application in accordance with SLAs and providing ongoing on-call support
  • Ability to work off-shift and weekend hours
  • Participating in the optimization of IT operations and service processes, and assisting in the creation of operational concepts and understanding of complex requirements
Qualifications for service delivery manager
  • Able to influence a wide range of groups and individuals to actively support a point of view or position
  • Individual leadership - Uses the most appropriate interpersonal styles & methods to inspire and guide individuals both internal and external, in the achievement of goals and tasks
  • Teamwork/Collaboration - Works effectively with both team and or work group including those outside the formal span of control
  • Focused on delivering a high quality service to clients
  • Demonstrable experience of working with and managing multidisciplinary teams, ability to integrate and work as part of the client’s team, and to support diverse teams
  • Ability to motivate teams for the delivery to client requirements and standards

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