Job Description
The Service Delivery Manager is responsible for leading a high-performing function and running daily operations helping drive innovation growth, facilitating strong partnerships internally with peers and our client's global technical and Inventory teams, and supporting category leadership. The Service Delivery Manager requires a broad skill set including strong relationship management and negotiations skills, people leadership and development, client-facing business acumen, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their Global users.
How You Will Make a Difference: Service Delivery
• Accountability of operations aligned to SOW and customer business objectives
• Accountability for engagement resources (performance, career path, leveling and training)
•Process development for delivering services to scope specifications with mechanisms for continuous improvement
• Direct Management responsibility for Regional Operations Managers (ROM)s
• Is the client's main point of contact for all service/operations questions, employee related HR issues, and/or financial inquiries Service Governance
• Participate in weekly service reviews, team meetings and provide direction to ROMs
• Responsible for QBRs by partnering with peer SDMs and ROMs to develop the theme and to facilitate the presentation
• Weekly engagement with service stakeholders • Collaborates with Service Delivery Executive (SDE)on all financial aspects understanding and managing client need
• Knowledgeable of all clauses on SOW drafted between Milestone and Client Manager
• Ensure service is meeting or exceeding defined KPI/SLAs and driving improvement Talent Acquisition
• Partnering with talent acquisition (TA) and organizational leadership to ensure hires are done in an efficient manner in line with SOW SLAs.
• Ensure organization wide that the best talent is put forward and hired Employee Development
• Responsible for career path, training and employee development plan
• Ensure regular 1:1 with directs across the organization
• Lead the annual performance review of team members
• Partner with HR on corrective action plans / performance improvement plans
What You Will Need to Succeed: • Bachelor's degree required
• A minimum 2 years of experience in a Service Delivery, Operations/Customer Management, or similar role and experience is required
• Proficiency in Microsoft Word, Excel, PowerPoint, and Microsoft Outlook (or similar Office productivity/collaboration tool)
• Experience developing and mentoring a diverse team across multiple geographies • Ability to thrive in a dynamic fast paced environment
• Strong interpersonal skills enabling you to effectively collaborate with multiple business contacts at various experience levels
• Ability to quickly learn and master new technology • Strong decision-making ability • Strong organizational skills with attention to detail and quality • Excellent written and verbal communications skills • Possess and can exhibit deep Data Center knowledge
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