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Service Delivery Manager Vacancy

Job Description

The Service Delivery Manager is responsible for the end-to-end delivery of the Managed Services Projects and will coordinate all Change Requests from requirements capture through delivery. It´s a pivotal role and is core to stabilising and growing the services contract with the customer, building solid relationships in all levels within the operations and delivery group and creating an outstanding customer experience. The Service Delivery Manager will initiate a Service Improvement Plan and Roadmap for and with the customers.

Tasks

• Delivery of all Service Levels and Reporting commitments as per the contract, so a thorough understanding of the contract is required.
• Developing all required delivery documentation and maintaining the Engagement Model (Managed Services runbook)
• Arrange and drive all meetings with the customer.
• Track resource utilisation allocated to the contract, against the defined deliverables to maintain contract margins forecast revenue
• Implement into daily operations best practice processes, methods & procedure around service governance, meetings and reporting
• Develop, in conjunction with the SME’s, a Service Improvement Plan (SIP) to grow the account and regularly liaise with the Account Manager flagging opportunities
• Actively work to increase the scope of the contract by providing advice, recommendations and guidance and bringing in additional (product) SME where required.
• Closely work with the customer on improving the Customer Experience and Satisfaction.
• Arrange the Weekly Operations call, the Monthly or Quarterly Service Reviews with the customer
• Develop and maintain strong and effective relationships within Fusion to add value to customer delivery

Profile

• A minimum of 5+ years’ experience in an IT Service Delivery or Operations role management
• Experience of dealing with all levels within the customer business
• Management of 5+ Managed Service contracts
• Ready to work in US business hours – 4:30 pm to 1:30 am IST to ensure collaboration with US-based teams and stakeholders.

Skills

• ITIL or equivalent qualification in Service Management
• Demonstrated ability of managed services operations and opportunities and understand the project management lifecycle
• Strong knowledge of resource and time management
• Excellent stakeholder management
• Ability to write or contribute to a Statement of Work creation

About Fusion GBS

As a global leader in service management, we help businesses transform their operations with data-driven insights, scalable digital solutions, and measurable results. We take pride in serving a broad spectrum of industries across the world.

*To apply, simply click the button below and email us your CV

Find out more about Fusion GBS here, and for more opportunities, take a look at our job listings page.