Service Delivery Manager is the main contact point in each specific Global Area for the Regional Delivery organization for client related requests or issues. He is accountable for the service in his own Area and as such, he/she manages all major issues, coordinating the activities with all relevant stakeholders.
Your key tasks
- Be the Key contact for regional delivery organizations and internal consulting for the services under own responsibility.
- Act as a first escalation point for all complex service delivery issues addressed by clients to Service Manager, related to services under own responsibility, performing all needed in-depth analysis on such requests.
- Support projects by providing specific service delivery requirements during design and build phase and ensure a smooth transition into operations.
- Support Service Managers in defining Service Level Agreements and KPI contents towards all clients, during onboarding as well as periodic review, for the services under the responsibility of the SDM.
- Functionally lead more complex delivery units to achieve the stated objectives on service delivery. Accountable for service delivery quality vs clients.
- Ensure the monitoring, delivery, and variance explanation of service operational metrics for services under own responsibility.
- Be accountable for and ensure coordination of service restoration in case of major incidents, for services under own responsibility, followed by incident reports and technical reports
- Ensure root cause identification, definition, and implementation of remedial actions for prevention and avoidance of incidents. Facilitate continuous improvement of services effectiveness and efficiency.
- Improve the application of the Problem management
- Hold regular alignments with other SDMs and other important stakeholders of the organization and communicate any process changes/improvements to clients via Service managers.
- IT SDM to liaise with Architects and relevant third parties to ensure that non-functional requirements are captured and implemented in the solution.
- Support service delivery of monitoring and service readiness requirements together with technical L2
- Ensure service readiness (early morning and after maintenance weekends or other events) / partially automated
- Ensure the smooth transition between implementation and run (hand over for Projects of T&T) and
- Support the new service set-up and service level definition.
- Support to closure manager for end of the year testing-simulation and trouble shooting
- Availability for picket shifts with possible emergency interventions at night or on weekends, acting as manage on duty.
- Ensure the definition and the review of the Target operating model in case of need
