What does a Service Delivery Manager do?
Published 3 min read
A Service Delivery Manager is responsible for the overall performance of a company's service delivery team. They work to ensure that customer service goals are met and that the team is meeting all operational objectives. They may also be responsible for developing service delivery strategies, managing budgets, and overseeing staff training and development.
Service Delivery Manager job duties include:
- Overseeing the delivery of IT services to customers
- Managing service level agreements (SLAs)
- Monitoring service performance against SLAs
- Investigating and resolving customer service issues
- Coordinating with other departments to resolve customer issues
- Escalating service issues to senior management as necessary
- Creating and maintaining service delivery documentation
- Implementing new or improved services
- Training staff on new or improved services
- Conducting regular service review meetings
Service Delivery Manager Job Requirements
A Service Delivery Manager is responsible for ensuring that services are delivered to customers according to agreed upon service levels. They work with internal and external teams to ensure that service delivery meets or exceeds expectations. A Service Delivery Manager typically has a bachelor's degree in business or a related field, and 5-7 years of experience in customer service, project management, or a related field. They may also have certification from a professional organization such as the Project Management Institute (PMI).
Service Delivery Manager Skills
- Communication
- Organizational
- Time Management
- Customer Service
- Conflict Resolution
- Negotiation
- Problem Solving
- Decision Making
- Team Building
- Change Management
- Process Improvement
Related: Top Service Delivery Manager Skills: Definition and Examples
How to become a Service Delivery Manager
A Service Delivery Manager is responsible for ensuring that a company’s customers receive the best possible service. They work closely with other managers to ensure that all customer needs are met and that service levels are maintained.
To become a Service Delivery Manager, you will need to have strong leadership and communication skills. You will also need to be able to work well under pressure and have the ability to think quickly on your feet.
If you have these qualities and are interested in a management career, then becoming a Service Delivery Manager could be the perfect role for you!
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