Service Delivery Manager Lead
11 hours ago
The Service Delivery Manager plays a vital role in creating long-term relationships between the service provider and the client, acting as a bridge between the client and operational delivery teams. Key responsibilities include governance across all areas of service delivery, including service management, incident and change management, continual service improvement, and customer satisfaction.
Key Responsibilities:- Build a good relationship with key client staff.
- Ensure successful service delivery through SLA achievement and high CSAP/OSAP scores.
- Monitor end-to-end performance of services.
- Communicate effectively around issues and opportunities.
- Collaborate with senior management on client account management and growth.
- Ensure operations teams are aware and prepared for changes.
- Build service reports and sponsor service delivery meetings.
- Pull in additional resources when needed.
- Remove obstacles to customer satisfaction and/or financial performance.
- Communicate across organizational boundaries.
- Look out for client's and CGI's long-term interests.
- Run service improvements if service delivery is not meeting client expectations.
- Work with the client and operations teams to proactively identify service improvement activities.
- Be accountable for and contribute to the overall performance of the project delivery.
- Follow best practices as defined in the CPMF.
- Create and maintain the project's Financial Status Reporting with high quality.
- Work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
- Follow agreed escalation procedures.
- Support requirements assigned by the Director or above.
- Advise people, manager of planned/unplanned leaves.
- Maintain quality standards in accordance with agreed metrics.
- Ensure that all quality deficiencies are corrected in a timely manner.
- Submit necessary service delivery reports.
- Provide support to multiple Clients as necessary.
- Ensure feedback is given to member or relevant people manager if potential issues are detected.
- Ensure feedback is given to member or relevant people manager if process improvement measures can be implemented.
- Ensure initiation of or attendance at planned meetings.
- Ensure project and local team processes are implemented and followed.
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Service Delivery Manager
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Service Delivery Manager
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Service Delivery Manager
3 days ago
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Service Delivery Manager
11 hours ago
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Senior Manager
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