Our business partner is looking for a Service Delivery Manager to join their team.
Service Delivery Manager
Tasks
Responsible for the management of a service.
This includes Service Management and line management of the staff including the TL(s) and Agents or Engineers engaged in providing the service.
Accountable for all the activities required to deliver a successful service and ensure is delivered to a consistently exceptional standard and as defined in the SOWs.
Accountable for Financial service Management
Work with the Business Relationship Manager to develop clear Service strategies, objectives, and goals.
Ensure your teams understand and deliver to these.
Set and monitor detailed KPI’s to ensure the effective day to day operations of the Service
Work with the Business relationship Manager to implement effective training, reporting, process, and quality programs across your teams.
Work with customers and represent Managed Services Department
Requirements
Skills / Attributes Required
Highly customer focused
Excellent communication skills (written and oral), professional and confident English at all levels
Ability to motivate and lead a team to deliver high-level managed services
Ability to earn respect of internal/external customers, colleagues, and management
Excellent organizational skills
Good attention to detail
Excellent problem-solving skills
Technical
Good knowledge of Microsoft Office products
Behavioral
Working collaboratively
Accountability
Adaptability
Initiative (proactive)
Planning & organizing
Delegating and empowering
Managing change
Qualifications (Education and/or Experience)
At least Bachelor’s/College Degree (any field)
Previous experience in BPO, Customer Service, and/or technical account management
Demonstrated team management experience
Proven track record showing required skills and qualities
