SoftoBiz
Website:
softobiz.com
Job details:
A
Service Delivery Manager (SDM) is responsible for ensuring that services delivered to a client are of high quality, meet agreed service levels, and keep the customer satisfied. They act as the bridge between the client and the delivery teams.
Key Responsibilities
- Client Relationship Management
- Act as the primary point of contact for the client.
- Conduct regular review meetings.
- Understand client expectations and address concerns proactively.
- Service Delivery
- Ensure services are delivered as per the agreed SLA (Service Level Agreement).
- Monitor service quality, availability, and performance.
- Manage incidents, escalations, and problem resolution.
- Team Coordination
- Coordinate with technical teams, project managers, and support teams.
- Ensure adequate resource allocation.
- Remove delivery roadblocks.
- Performance Monitoring
- Track KPIs such as SLA compliance, response time, resolution time, customer satisfaction, and system uptime.
- Prepare service reports and dashboards for clients and management.
- Risk & Escalation Management
- Identify delivery risks early.
- Manage critical incidents and customer escalations.
- Develop mitigation and improvement plans.
- Continuous Improvement
- Recommend process improvements.
- Improve operational efficiency and service quality.
- Drive automation and best practices where possible.
- Governance
- Conduct governance meetings.
- Ensure contractual obligations are met.
- Maintain compliance with company policies and client requirements.
Typical KPIs
- SLA Achievement (%)
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS), if measured
- Incident Resolution Time
- First Response Time
- Escalation Count
- Service Availability/Uptime
- Client Retention
- Resource Utilization
- Delivery Cost vs. Budget
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