Service Delivery Manager | EBG

I. POSITION OVERVIEW

The Service Delivery Manager is responsible for overseeing the delivery and performance of services or technology solutions to clients. This role ensures consistent service quality by developing policies, monitoring teams, analyzing customer feedback, and implementing process improvements.

KEY RESPONSIBILITIES

Oversee client systems and network infrastructure to maximize service value

Manage incidents and problems, ensuring SLAs are met or exceeded

Coordinate service transitions as services are introduced or decommissioned

Ensure proper use of company tools and information systems while maintaining relevant documentation

Define SLAs and escalation procedures, providing technical guidance when required

Build and maintain strong client relationships to enhance service delivery

Monitor service quality and profitability in line with agreed SLAs

Establish systems, processes, and methodologies for effective monitoring, control, and support of service delivery

Generate reports on service performance and account metrics according to schedule or on demand

Participate in client review meetings to discuss performance, quality improvements, and service enhancements

Facilitate knowledge transfer to staff to ensure thorough understanding of client systems

Collaborate with internal teams to provide reliable and resilient service to customers

III. REQUIRED SKILLS AND COMPETENCIES

Proven experience in managing teams and personnel

Excellent verbal and written communication skills for interaction with senior management, colleagues, and stakeholders

Strong analytical and research skills, with a focus on continuous improvement

Ability to perform effectively under pressure and handle challenging situations logically

Flexible and adaptable, comfortable working within a dynamic organizational structure

Capable of independent work while also functioning well in a team environment