Service Delivery Manager

The Manager, Service Delivery is a management role, primarily responsible for managing one or more Service Delivery Specialists. This role ensures continuity in service and may also act as an advocate for the client within the organization. This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts. This role is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts. This role may operate across multiple sites or Support Services offerings and is the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place. The Manager, Service Delivery is a chargeable service in the Uptime Proactive Support Service (PSS) option and is responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion. It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders. This is a people management role responsible for managing, coaching and mentoring Service Delivery Specialists, ensuring achievement of team KPIs.