We are seeking an experienced Service Delivery Manager - Level 3 to oversee and manage the service delivery for our small accounts. This role is responsible for ensuring that all services are delivered effectively and in alignment with client expectations, SLAs, and company standards. The ideal candidate will have a strong background in client relationship management, IT service delivery, and continuous improvement, with a focus on smaller accounts where personalized attention and efficiency are key.
Requirements
Key Responsibilities
Client Relationship Management
- Serve as the main point of contact for assigned small accounts, building and maintaining strong client relationships.
- Understand each client's business needs, goals, and objectives to ensure that services are aligned with their expectations.
- Conduct regular client meetings to review performance, address issues, and discuss opportunities for service improvements.
- Manage client communications regarding service updates, issue resolutions, and service enhancements.
Service Delivery Oversight
- Monitor and manage the delivery of IT services to small accounts, ensuring compliance with service-level agreements (SLAs).
- Coordinate with technical teams to resolve any service-related issues promptly, minimizing impact on clients.
- Maintain an overview of all ongoing service requests, incidents, and changes, ensuring they are handled effectively and efficiently.
- Ensure that service delivery processes are followed and continuously improved to increase client satisfaction and operational efficiency.
Performance and SLA Management
- Track and analyze service delivery metrics, preparing regular performance reports for clients and internal stakeholders.
- Ensure all services meet or exceed agreed SLAs and KPIs, implementing corrective actions when targets are not met.
- Conduct root cause analysis for recurring issues, working with relevant teams to prevent future occurrences and improve overall service quality.
- Proactively identify areas for improvement within service delivery processes and work with cross-functional teams to implement enhancements.
Account Growth and Retention
- Identify opportunities to expand services or introduce new solutions that meet the unique needs of small accounts.
- Work closely with the sales and account management teams to support account renewals and client retention strategies.
- Promote service enhancements and additional services to clients to add value and strengthen relationships.
Qualifications
- Education: Bachelor’s degree in information technology, Business, or related field, or equivalent experience.
- Experience: 5+ years of experience in IT service delivery or client management, with at least 2 years in a role focused on small accounts or high-touch clients.
- Certifications: ITIL Foundation or higher preferred; other project management or service management certifications are a plus.
Skills and Competencies
Technical Skills:
- Strong understanding of IT service management (ITSM) frameworks and best practices.
- Familiarity with service delivery processes, incident management, and SLA management.
- Experience with service management tools and software.
Soft Skills:
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients.
- Strong organizational skills with the ability to manage multiple accounts and priorities.
- Problem-solving skills with a proactive approach to identifying and resolving issues.