Senior Service Delivery Manager

Job Description:

We are seeking an experienced and dynamic Senior Service Delivery Manager to join our team. The ideal candidate will have 8-10 years of relevant experience in managing service delivery, field service management, and handling projects in the IT industry. The Senior Service Delivery Manager will play a crucial role in ensuring the successful delivery of services and projects, maintaining high customer satisfaction, and driving continuous improvement.

Key Responsibilities:

1. Service Delivery Management

• Oversee the end-to-end service delivery process, ensuring all services meet the required standards and SLAs.

• Monitor service performance and implement improvements to enhance efficiency and effectiveness.

• Act as the primary point of contact for customers, addressing their needs and resolving issues promptly.
  

2. Field Service Management

• Manage field service operations, ensuring timely and effective resolution of on-site issues.

• Coordinate with field service teams to ensure optimal resource allocation and utilization.

• Develop and maintain field service policies and procedures.
  

3. Project Management

• Lead and manage multiple projects simultaneously, ensuring they are delivered on time, within scope, and within budget.

• Develop project plans, define project scope, and allocate resources effectively.

• Monitor project progress, identify risks, and implement mitigation strategies.
  

4. Stakeholder Management

• Build and maintain strong relationships with clients, understanding their business needs and objectives.

• Communicate project and service delivery updates to stakeholders regularly.

• Collaborate with internal teams to align service delivery and project outcomes with customer expectations.
  

5. Vendor Management

• Oversee the maintenance and support provided by third-party vendors to ensure service continuity.

• Manage relationships with vendors and third-party service providers.

• Negotiate contracts and ensure vendors meet performance standards and deliverables.

• Conduct regular performance reviews and manage vendor-related issues promptly.
  

6. Process Improvement

• Continuously evaluate and improve service delivery processes to enhance customer satisfaction and operational efficiency.

• Implement best practices and innovative solutions to drive process optimization.
  

7. Compliance and Certification

• Ensure compliance with industry standards and best practices, including ITIL.

• Maintain relevant certifications and promote continuous learning within the team.
  

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 8-10 years of experience in service delivery, field service management, project management, and vendor management.

• ITIL certification is required.

• Experience with cloud technologies, including AWS and Azure.

• Cloud certification (AWS/Azure) is required.

• Experience with ITSM tools such as ServiceNow and Jira.

• PMP certification is a plus.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Proven ability to manage multiple projects and deliver high-quality results under tight deadlines.