Service Delivery Manager II

Job Description

Service Delivery Manager 2

About the Role:

As a Service Delivery Manager 2, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery professionals, manage client relationships, and drive continuous improvement initiatives to optimize service delivery processes and outcomes. This role requires strong leadership skills, strategic thinking, and a deep understanding of service management principles.

Essential Job Responsibilities:

• Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs, objectives, and expectations.
• Lead a team of service delivery professionals, providing direction, guidance, and support to ensure effective service delivery and client satisfaction.
• Develop and implement service delivery strategies, plans, and roadmaps aligned with client requirements and organizational objectives.
• Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to measure service performance and drive continuous improvement.
• Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and identify opportunities for service enhancements.
• Collaborate with internal stakeholders, including operations, technical support, and project management teams, to ensure seamless delivery of services and resolution of client issues.
• Manage service delivery projects and initiatives, including service transitions, upgrades, and expansions, ensuring timely delivery and adherence to quality standards.
• Identify risks and issues impacting service delivery and develop mitigation plans to minimize disruptions and ensure business continuity.
• Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness, and scalability.
• Prepare and present regular reports, updates, and dashboards to senior management and clients, summarizing service performance, achievements, and areas for improvement.
• Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes.
• Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and satisfaction.

Qualifications:

• Bachelor's degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).
• Minimum of 5-7 years of experience in service delivery management, client relationship management, or a related field, preferably in the IT services industry.
• Proven track record of successfully managing client relationships, leading service delivery teams, and delivering services to meet client expectations and SLAs.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
• Deep understanding of service management principles, ITIL framework, and industry best practices for service delivery.
• Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms.
• Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions.
• Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment.
• Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations.

Previous Management role in the legal industry

Punctual, ability to work onsite 5 days per week

Excellent communication skills, both written and oral

Ability to manage a staff of 12 employees at 4 different locations

Proactive thinker and high level work ethic

Ability to manage financial budgets to include forecasting and invoice reconciliations