The Service Delivery Manager (SDM) is responsible for managing end-to-end service delivery operations for key clients, ensuring high service quality, SLA adherence, and customer satisfaction. The SDM will act as the single point of contact for client communication, manage a technical support team, and continuously drive process and performance improvements.
Key Responsibilities :
- Act as the Single Point of Contact (SPOC) for all client communication related to service delivery.
- Manage a large technical team including shift planning, leave approvals, performance tracking, and day-to-day operations.
- Identify and manage low performers through Performance Improvement Plans (PIPs) or replacements as necessary.
- Participate in recruitment, onboarding, and training of recent team members; ensure continuous skill enhancement and career growth.
- Ensure adequate manpower availability across all shifts and locations to meet SLA requirements.
- Conduct internal team meetings to review issues, performance, and improvement plans.
- Handle client escalations and user complaints efficiently, ensuring timely resolution and prevention of recurrence.
- Perform ticket analysis and trend reviews to identify training gaps and process improvement opportunities.
- Initiate and manage Customer Satisfaction (CSAT) surveys; analyze feedback and implement corrective actions.
- Conduct weekly and monthly service review meetings with Client IT teams to discuss performance, risks, and improvement opportunities.
- Prepare and share reports covering SLA adherence, individual and team performance, escalations, and service improvement plans.
- Ensure Standard Operating Procedures (SOPs) are maintained, updated, and followed by all team members.
- Drive process optimization initiatives in coordination with Client IT and internal stakeholders.
- Conduct end-user awareness programs to improve IT process compliance and self-service adoption.
- Organize regular technical, process, and