Key Roles of an SDM\\r\\n1. Customer Relationship Management\\r\\no Act as the primary point of contact for customers.\\r\\no Conduct service review meetings.\\r\\no Handle escalations and customer concerns.\\r\\no Ensure customer satisfaction.\\r\\n2. Service Delivery Management\\r\\no Ensure services are delivered as per agreed SLAs and KPIs.\\r\\no Monitor service performance and availability.\\r\\no Drive continuous service improvement initiatives.\\r\\n3. Incident & Problem Management\\r\\no Review major incidents and ensure timely resolution.\\r\\no Coordinate with technical teams during critical outages.\\r\\no Track root cause analysis (RCA) and preventive actions.\\r\\n4. Change & Release Management\\r\\no Review and approve planned changes.\\r\\no Ensure minimal business impact during releases.\\r\\no Monitor change success rates.\\r\\n5. Operational Governance\\r\\no Conduct daily, weekly, and monthly operational reviews.\\r\\no Track open incidents, problems, risks, and actions.\\r\\no Ensure compliance with organizational processes.\\r\\n6. Risk & Compliance Management\\r\\no Identify operational risks.\\r\\no Ensure audit and security compliance requirements are met.\\r\\no Track regulatory and contractual obligations.\\r\\n7. Team Coordination\\r\\no Coordinate across support teams, vendors,
and stakeholders.\\r\\no Resolve resource or support gaps.\\r\\no Support team development and performance improvement.\\r\\n8. Financial Management\\r\\no Monitor billing and invoicing activities.\\r\\no Manage service costs and budgets.\\r\\no Review contract and licensing requirements.\\r\\n
Key Responsibilities
Review service dashboard and SLA compliance. • Monitor critical incidents and escalations. • Attend customer and stakeholder meetings. • Review change requests and upcoming releases. • Coordinate with technical teams on ongoing issues. • Track action items from previous meetings. • Prepare operational and management reports.
Skill Requirements
: Strategic planning, team leadership, technical proficiency, and business-focused communication
Other Requirements
Conduct service review meetings. • Review incident, problem, and change trends. • Track improvement initiatives. • Review resource utilization and capacity planning. • Follow up on audit and compliance actions.