Service Delivery Manager
The Service Delivery Manager plays a crucial part in ensuring customer satisfaction, building strong client relationships, and consistently delivering high-quality services. This role is responsible for the successful and timely delivery of high-quality services to assigned Auxilion customers.
This includes overseeing the day-to-day delivery of services, ensuring adherence to SLAs, KPIs, and customer contracts. The Service Delivery Manager also conducts regular service reviews with customers to gather feedback, address concerns, and identify areas for improvement.
Additionally, this role involves managing stakeholder relationships within the account, liaising with senior managers and developing relationships with key stakeholders to protect our interests. Building and maintaining strong, long-term relationships with assigned customers is also a key responsibility.
The Service Delivery Manager will work closely with internal customer delivery teams, including professional services, support operations centre, and project management, to ensure seamless service delivery. They will also collaborate with the sales teams and operations manager to identify new opportunities and value add across the services they are responsible for.
The role requires a Service Delivery Manager with proven experience in managing multi-disciplined IT Managed Services, with a strong background in operational management of managed services and outsource contracts. Experience working with customers, leading service reviews, understanding their needs, service requirements, and strategy is also essential.
Key skills required for this role include strong communication and decision-making skills, ability to balance conflicting interests and prioritize effectively, extensive relationship management skills, and professional proficiency in English. Experience with ITIL or other service management frameworks and knowledge of project management methodologies is a plus.