Service Delivery Manager Job Description Template
Our company is looking for a Service Delivery Manager to join our team.
Responsibilities:
- Develop reports of process performance and compliance and present/deliver to various levels of management;
- Support other duties assigned by manager;
- Participate in recurring and adhoc ITSM meetings (Change Advisory Board, Problem Advisory Board, Major Incident Reviews);
- Conduct audits of Incidents, Changes, Problem tickets to ensure proper processes were followed;
- Provide guidance and training to support adoption of key ITSM processes (Incident, Problem, Change, etc);
- Identify process efficiencies and improvements for existing processes or tool improvements to support the process;
- Liaison with the internal groups;
- Manage and mentor junior advisory staff; adhere to professional practice requirements;
- Manage engagements according to KPMG’s financial/cost management policies;
- Review and identify root cause for all escalated service requests and use this information to improve continuously within Tier 3 and Tier 2 teams;
- Collaborate with other internal teams to train using process and procedures based on historical experience;
- Lead and support business development activities, including identification, proposal development, and other pursuit activities;
- To oversee the resolution to issues that require escalation beyond normal process or that result from a customer complain;
- Develop, define, and deliver advisory methodologies for project, program or portfolio management services;
- Ensure customer are fully informed throughout escalation process.
Requirements:
- Assessing customer feedback and using your creativity to establish, improve, and refine services;
- Monitors and manages all facets of the hardware services department;
- Engages internal and external resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met;
- Determining ways to reduce costs without sacrificing customer satisfaction;
- Experience in service management, service delivery, and/or process management;
- Ability to work both autonomously and in a team environment;
- Familiarity with financial systems and software;
- Strong understanding of the software development life cycle;
- Travel may be up to 80-100%
- Business Administration or Operations certification;
- Familiarity with CA Clarity for project tracking;
- Proficiency with Microsoft Office especially Word, Excel and PowerPoint;
- Familiarity with financial systems such as ComSci and Adaptive;
- Demonstrated ability to work with a wide array of technical and managerial personnel to solve complex problems;
- Pro-active self-starter with high level of initiative; strong sense of ownership and urgency.