Job Description: The role of the Service Delivery Manager (SDM) is responsible for co-coordinating the delivery of services for key clients. The SDM plays a vital role in creating long-term healthy relationships between the service provider and the client, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.

• These Terms of Reference apply for the role of Service Delivery Manager The role may be shared across engagements with similar project and skill requirements.

Job Responsibilities:

• Build a good relationship with key client staff.

• Successful service delivery through SLA achievement and high CSAP/OSAP scores.

• Monitor end-to-end performance of services

• Communicate effectively around issues and opportunities.

• Collaborate with senior management on client account management and growth.

• Ensure operations teams are aware and prepared of changes.

• Build service reports and sponsor service delivery meetings.

• Pull in additional resources when needed such as SME teams or people for specific issues / opportunities.

• Remove all obstacles to customer satisfaction and / or financial performance.

• Communicate across organizational boundaries from all levels.

• Looking out for client’s and Organization’s long-term interests

• Run service improvements if service delivery is not meeting client expectations.

• Work with the client and operations teams to proactively identify service improvement activities.

• Be accountable for and contribute to the overall performance of the project delivery.

• Follow best practices as defined in the CPMF.

• Create and maintain the project’s Financial Status Reporting with high quality.

Other responsibilities include:

• Work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.

• Follow agreed escalation procedures.

• Advise people manager of planned/unplanned leaves as below:

• Maintain quality standards in accordance with agreed metrics.

• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.

• To submit necessary service delivery reports.

• Provide support to multiple Clients as necessary

• Ensure feedback is given to member or relevant people manager if potential issues are detected.

• Ensure feedback is given to member or relevant people manager if process improvement measures can be implemented.

• Ensure initiation of or attendance at planned meetings.

• Ensure project and local team processes are implemented and followed.

• Support requirements assigned by the Director or above

• Vacation leave – at least 14 days in advance of planned leave date

• Sick leave - at least two (3) hours prior to the start of the shift. A member, when using sick leave, must notify his manager (or next higher-ranked manager) via a phone call to the manager’s direct office line or mobile phone within the prescribed lead time.

• Notification process during critical days should be followed.