Delivery Manager

Service Delivery Manager

15+ experienced service delivery manager with exposure to application development programs with expertise in the following:

Service Management

Maintaining high performance levels for service-related processes, SLAs, KPIs and implementing improvement activities wherever necessary. Taking ownership of critical deliverables, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery. Developing a deep understanding of projects to gain insights into the scope of service delivery. Taking accountability for service delivery performance, meeting customer expectations, and driving future demand. Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization.

Performance and Quality Management

Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades. Providing accurate and regular reports to the management on performance of the service delivery. Leading personnel management, including staff recruitment, performance assessment, training, and mentoring. Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Service Delivery Manager Skills

Strong understanding of ITIL and IT Best Practices (ITIL Foundation certified). Accountable for the operational management of the enterprise Incident process. Design and implement standardized incident process and workflows and ensure adherence to them. Establish service level measurements and KPIs to represent the health of the Incident process. Coordinate the actions of other IT resources as necessary to ensure proper analysis and resolution actions for incidents. Defines Incident prioritization guidelines and communication templates. Identifies opportunities and trends for continuous improvements with the Incident process. Proficiency in leading both physical and virtual teams. Experience in dealing with third party-provided services. Operational ability in a diverse, large-scale environment. Exceptional customer-facing skills. In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery. Mastery of PMP and Scrum principles. Expertise in people management and leadership. Strong organizational skills. Capacity to train and guide junior team members. Ability to manage and prioritize tasks efficiently. Solid resource planning and problem-solving skills. Readiness to demonstrate a proactive attitude. Excellent verbal and written communication skills. Mandatory skills: ITIL, Service Management, Agile.