A Service Delivery Manager's (SDM) role focuses on keeping clients satisfied with the business services through managing incidents and problems, resolving any reliability issues, tracking service metrics, providing leadership and directions and co-coordinating the delivery of services to key clients.
The position ensures that customer expectations are met or exceeded. Responsible for ensuring the engineering team is meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service
The key responsibilities of the service delivery manager are governance across all areas of Echo’s service delivery process, continual service improvement and customer satisfaction, and playing a key role in ensuring the highest level of operational service delivery. Accountable for the efficient and comprehensive resolution of incidents, problems, events and requests.
The Service Delivery Manager is required to collaborate and engage with various stakeholders to ensure continuous delivery of service against the agreed Service Level Agreements and act as the point of escalation for the client.
The Service Delivery Manager is required to have a comprehensive understanding of the client’s environment and procured services; it is expected that the SDM fulfils the capacity of a trusted advisor and consultant on the client’s portfolio to make recommendations and ensure best practices are promoted and implemented wherever possible.