Service Delivery Manager

WHAT YOU WILL DO:

The successful candidate will have a proven track record delivering effective and efficient customer results, designing and using key metrics to enable decision making that will further company growth and client satisfaction.

• Work day-to-day with the client and Service Delivery Executive to ensure the successful delivery of the service
• Holds and leads weekly service reviews and Quarterly Business reviews with all stakeholders
• Meet regularly with the clients to review ongoing and new projects along with identifying new opportunities for growth
• Manage and build a highly effective team, ensuring performance management, communication, goals and objective planning
• Work with the Service Delivery Executive on strategy and account development
• Provide ongoing communication of planning, project status, issues and risks in a timely fashion to key stakeholders
• Establish dashboards and report on KPI’s for your service areas
• Maintain operational oversight of the service and ensure optimum efficiency and productivity
• Monitor effective implementation of all projects and recommend improvements for operational efficiency
• Collaborating with EOS Human Resources on all personnel issues or questions
• Actively participate in future recruiting efforts
• Onboarding new team members – providing a thorough introduction to the group including business objectives, counterparts, team members, contacts, the role etc.
• Drive continual service improvement and measurable value for our clients
  

WHAT YOU WILL NEED TO SUCCEED:

• Experience managing a technical team, with experience in Helpdesk Support for Enterprise clients
• A sound technical understanding of service desk based roles and technical support would be an advantage
• Experience with process improvement and systems development, leveraging automation to streamline repetitive workflows
• Experience with managing change control processes and maintenance activity in a 24x7 production environment
• Excellent communication skills and ability to work in a global team environment
• Develops programs focused on enhancing customer success plans that outline critical metrics / KPI's for success and potential issues, and provide recommendations
• Responsible for Service Review Meetings, QBR's, SLA and escalation management
• Manage the customers’ expectations to deliver an exceptional customer experience in line with agreed SLAs
• Ability to communicate effectively with the customer and their decision makers and other team members
• Proactive and data driven
• Previous experience as a senior level leader in a similar environment
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and prioritize and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks
• Strong influencing, negotiation and decision-making skills
• Proven track record in making sure that an efficient service delivered exceeds expected customer expectations
• Solid understanding of service management principles and tools such as ServiceNow
• Six sigma and/or lean certification highly desired