Service Delivery Manager

Job Description
Responsibilities
A Service Delivery Manager identifies a client's needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team.

This position is to join the IBM Cloud Labs organisation as a Service Delivery Manager.

A service delivery manager's duties typically involve:

Establish Delivery Processes
A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.

Supervise Staff
Service delivery managers oversee employees in different stages of the delivery process, even though they may not be their direct line manager. The service delivery manager holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.

Manage Customer Expectations
This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Service delivery managers typically evaluate a customer's experience against a set of customer satisfaction goals and criteria. When NPS scores fall below these thresholds, service delivery managers conduct additional research.

Create Cost-Effective Systems
A common task for service delivery managers is to ensure that processes are efficient and cost-effective. They aim to find ways to reduce costs without affecting the overall customer experience.

Build Partnerships
Service delivery managers are responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.

Service Delivery Manager Skills and Qualifications
Service delivery managers are effective communicators, active listeners, and have excellent customer service skills.
Leadership - Service delivery manager will need to have strong leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs well
Communication Skills - Service delivery manager should possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service
Computer Skills - The administrative side of this role requires good computer skills to analyse data and create reports
Teamwork - Service delivery manager should be able to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
Detail-Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful

How we'll help you grow:
• You'll have access to all the technical and management training courses that will help you
• You'll learn directly from guide developers in the field; our team leads love to mentor
• You have the opportunity to work in many different areas to identify what really excites you

Required Technical and Professional Expertise

Refer to JD

Preferred Tech and Prof Experience

Refer to JD

EO Statement
Affirmative Action and/or EE candidates will be given first preference as per our employment equity strategies.


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