Service Delivery Manager
工作概述：我们正在寻找一个以结果为导向的服务交付经理，拥有5-9年的经验来监督和优化客户组合中的服务交付。你将确保高质量的服务业绩，与利益相关者建立牢固关系，管理升级，并推动服务管理流程的持续改进。关键责任：· 服务管理 & 交付：·通过有效的服务提供和管理确保高水平的客户满意度。· 监督 IT 或商业服务端到端交付，以满足达成的 SLA 和 KPIs. · 关注性能指标，为客户和内部领导做好服务报告。· 利益相关者参与：·作为客户服务问题和升级的主要接触点。·与客户和内部交付团队建立和保持牢固的关系。·团队领导和协调：·协调跨职能团队以确保及时解决服务问题的问题。·向年轻交付人员或支持团队提供指导和方向。·流程改进：·识别服务交付过程中的缺陷和效率低下；实施改善。·参加审计并支持符合有关标准 （例如 ITIL,ISO）的遵守。·项目支持：·支持新服务，转型和转变倡议的交付。·与项目经理合作，将服务能力与项目成果相一致。需要的技能和资格：·信息技术，商业管理或相关领域学士学位。· 5-9年的服务提供或客户管理职位经验。·在复杂多客户环境中管理服务性能的经验证明。· ITIL 实践知识 （认证优先）. ·优秀的问题解决，沟通和利益相关者管理技巧。·强大的组织和多任务能力。首选资格：•基于云或数字服务环境的经验。·经验管理第三方供应商或离岸交付团队。· PMP 或类似的项目管理认证是一个优点。·熟悉服务工具如 ServiceNow,Jira 或等级。关键能力：·客户中心思维 ·分析思考 ·领导力和团队合作 ·冲突解决 ·时间和优先事项管理 原始地发布在喜马拉雅山。
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Job Overview:
We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.
Key Responsibilities:
- Service Management & Delivery:
- Ensure high levels of customer satisfaction through effective service delivery and management.
- Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.
- Monitor performance metrics and prepare service reports for clients and internal leadership.
- Stakeholder Engagement:
- Act as the main point of contact for client service-related issues and escalations.
- Build and maintain strong relationships with customers and internal delivery teams.
- Team Leadership & Coordination:
- Coordinate cross-functional teams to ensure timely resolution of service issues.
- Provide mentoring and direction to junior delivery staff or support teams.
- Process Improvement:
- Identify gaps and inefficiencies in service delivery processes; implement improvements.
- Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).
- Project Support:
- Support the delivery of new services, transitions, and transformation initiatives.
- Collaborate with project managers to align service capabilities with project deliverables.
Required Skills & Qualifications:
- Bachelors degree in Information Technology, Business Administration, or related field.
- 5-9 years of experience in a service delivery or client management role.
- Proven experience managing service performance in complex, multi-client environments.
- Strong knowledge of ITIL practices (certification preferred).
- Excellent problem-solving, communication, and stakeholder management skills.
- Strong organizational and multitasking abilities.
Preferred Qualifications:
- Experience in cloud-based or digital service environments.
- Experience managing third-party vendors or offshore delivery teams.
- PMP or similar project management certification is a plus.
- Familiarity with service tools such as ServiceNow, Jira, or equivalent.
Key Competencies:
- Customer-centric mindset
- Analytical thinking
- Leadership and team collaboration
- Conflict resolution
- Time and priority management
Originally posted on Himalayas