Service Delivery Manager Job Description
Job Description
Manage the performance and quality of services rendered. Services rendered may include external entities delivering services under a contractual agreement to the company, or they may include services provided by internal departments to business services.
Related Content
Tasks and Activities
- Responsible for overseeing the successful delivery of service engagements.
- Manage SLAs (Service Level Agreements) and OLAs (Operational Level Agreements).
- Identify key success factors and prioritize work packages to achieve corporate goals.
- Negotiate lease/purchase agreements as necessary.
- Liaise with vendors, clients, project delivery, operational teams and management as necessary.
- Ensure that service levels are appropriately aligned to corporate policy and strategic direction.
- Monitor, investigate and report breaches in performance or quality.
- Champion corporate awareness of service targets and facilitate cooperation in order to meet those targets.
Skills, Knowledge & Experience
- Working knowledge of ITIL Service Delivery in an outsourced environment.
- Demonstrated leadership experience.
- Demonstrated knowledge key project delivery methodologies such as PMBOK, Prince2 and ITIL.
- Working knowledge of Customer Service Models
- Demonstrated experience negotiating contracts and key success factors.
- Understanding of key success factors and quality compliance.
- Proven experience producing results (time, cost and quality)
Organizational Position
This position will likely report to a Director or General Manager and spend a significant portion of time meeting with clients, project delivery staff, vendors, operational teams or management.
Qualifications & Certifications
A Degree such as Bachelor of Information Technology, Bachelor of Business or an MBA may be preferred.
Key Competencies
Decision making
Planning & organizing
Influencing
Customer Consideration
Customer Interaction
Strategic thinking
Service Level Agreements
Attributes of an Excellent Service Delivery Manager
An excellent service delivery manager understands success metrics as they relate to business clients, not technology, and negotiates targets accordingly.
Related Careers
Attraction to the position and job retention strategies for employers
Suited to highly organized individuals with strong business acumen.
Environments where targets are often missed without solid process to address the failure can lead to a sense of frustration. Management should look to ensure that service delivery managers are well supported by other business units in the ongoing effort to improve.
Page Research Level 2 (PRL)
A key designed to give an indication of the depth of research used to produce the content of the page.
PRL Key Jobs researched
Level 0 =0-6
0-6Level 1 =6-29
6-29Level 2 =30-49
30-49 Level 3 =50-79
50-79Level 4 =80-99
80-99Level 5 =100+
100+