Job Title: Service Delivery Manager

Overview of the Role

The Service Delivery Manager is a pivotal leadership position responsible for ensuring the seamless delivery of services to clients, maintaining high standards of quality, efficiency, and customer satisfaction. This role involves overseeing the end-to-end service delivery processes, coordinating cross-functional teams, and implementing best practices to optimize operational performance. The ideal candidate will possess strong leadership skills, a deep understanding of service management frameworks, and a proactive approach to problem-solving. Based in the AE region, the Service Delivery Manager will serve as the primary point of contact for clients, ensuring their needs are met with professionalism and excellence while aligning service delivery with organizational goals and contractual commitments.

Key Responsibilities

• Client Relationship Management: Act as the main liaison between clients and internal teams to understand client requirements, expectations, and feedback. Foster strong, long-term relationships to enhance client satisfaction and retention.
• Service Delivery Oversight: Manage the end-to-end delivery of services, ensuring adherence to service level agreements (SLAs), quality standards, and organizational policies. Continuously monitor service performance and implement improvements as needed.
• Team Leadership and Coordination: Lead, motivate, and coordinate cross-functional teams involved in service delivery. Provide guidance, training, and support to ensure team members meet their objectives and deliver exceptional service.
• Process Optimization: Analyze existing service delivery processes to identify inefficiencies and areas for enhancement. Develop and implement streamlined workflows and best practices to improve overall operational effectiveness.
• Reporting and Documentation: Prepare detailed reports on service performance, client feedback, and operational metrics. Maintain accurate documentation of service activities, issues, and resolutions for audit and improvement purposes.
• Issue Resolution and Escalation Management: Address and resolve service-related issues promptly. Manage escalation procedures effectively to minimize impact on clients and ensure timely resolution.
• Compliance and Risk Management: Ensure all service delivery activities comply with relevant regulations, standards, and contractual obligations. Identify potential risks and implement mitigation strategies.
• Continuous Improvement: Drive initiatives aimed at enhancing service quality, operational efficiency, and customer experience. Stay updated with industry trends and incorporate innovative practices into service delivery.