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Service Delivery Manager
il y a 1 mois
- Job Summary: As a Service Delivery Manager, you will oversee the smooth delivery of services to clients. Your role involves leading the service delivery team, addressing reliability issues, monitoring progress, tracking KPIs, and managing the budget. You will closely collaborate with client teams to ensure service delivery meets their expectations, maintains quality, and aligns with organizational goals. Acting as the Single Point of Contact (SPOC) for clients and the team, you will manage delivery-related issues.
- Key Responsibilities:
- Client Delivery: Coordinate service delivery to clients, ensuring alignment with client requirements and expectations. Act as the main contact for client teams to resolve delivery-related issues. Collaborate with clients to understand their needs and offer tailored solutions.
- Team Coordination: Monitor team performance to ensure efficient and quality service delivery. Address and resolve operational and tactical delivery issues. Collaborate with internal teams to meet client requirements.
- Client Relationship Management: Build positive client relationships and handle client feedback and concerns. Support the implementation of client strategies and goals within talent solutions. Contribute to enhancing the overall client experience.
- Operational Efficiency: Implement and uphold delivery processes and best practices to enhance service quality. Ensure compliance with delivery standards and procedures. Track key performance metrics to drive operational efficiency enhancements.
- Quality Assurance: Ensure delivery operations comply with relevant laws, regulations, and industry standards. Establish quality assurance measures to provide high-quality talent solutions. Identify and mitigate risks related to client delivery.
- Qualifications: Bachelor's or Master's degree. Strong organizational and project management skills. Excellent communication, teamwork, and client management abilities. Experience in client relationship management. Problem-solving experience. Service management experience (ITIL, SLAs, KPIs, etc.) and continuous improvement experience. Financial management experience. Good understanding of IT systems, infrastructure, and IT support.
- Languages: English, French.
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