Service Delivery Manager

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Maintains tight control over the project schedule, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements. Builds and maintains strong client relationships and provides day-to-day client advice and support. Promotes the organization's capabilities to clients, identifies sales opportunities to be forwarded to the account managers and achieves contract extensions or additional business within the account(s). Contracts may involve both short- and long-term commitment of service and vary significantly in value/strategic importance. Establish consistent processes for reviewing and assessing service metrics & reporting.
-Applies a theoretical knowledge-base to work to achieves goals through own work
-Characterized by specific functional expertise typically gained through formal education
-May provide guidance to others as a project manager using technical expertise

-Requires specialized depth and/or breadth of expertise
-Interprets internal or external business issues and recommends best practices
-Solves complex problems; takes a broad perspective to identify innovative solutions
-Works independently, with guidance in only the most complex situations
-May lead functional teams or projects
Functional Knowledge:
-Requires understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines
Business Expertise:
-Interprets internal/external business challenges and recommends best practices to improve products, processes or services