Friday, 10 April 2015


KEY RESPONSIBILITIES FOR  Service Delivery Manager
·         Building a personal relationship with key client staff
·  Successful service delivery - SLA achievement and high level of customer
· satisfaction  Monitoring overall performance of services
·  Good communication around issues and opportunities – get things done,
· make things happen  Collaborating with senior management on client account management
· Growth  Ensuring operations teams are aware of changes and are prepared
·  Building service reports
·  Service reporting and sponsoring service delivery meetings
· Pulling in additional resources when needed e.g. specialist teams or
· People for specific issues / opportunities  Removing all obstacles to customer satisfaction and / or financial
· Performance  Communicating across organisational boundaries – from engineers
· Through to senior managers  3rd party management responsibilities
·  Looking out for client’s and Imtech’s long-term interests
·  Following up if service delivery is not meeting expectations
·  Working with the client and operations teams to identify and
· Manage service improvement activities  Along with operational managers and technical leads, accountable for and
· Contribute to the overall performance of the managed services division  Ability to follow hardware and software best practices as defined by the

· Managed Services management

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