Service Delivery Manager
1 week ago
HCLTech is a leading technology services company with a strong presence in the Capital Region of Denmark.
Job DescriptionWe are seeking an Onsite Service Delivery Manager to join our team. The ideal candidate will be responsible for managing all aspects of our service delivery, ensuring high customer satisfaction, and maintaining service levels.
Responsibilities:
- Manage Service Delivery: Oversee the delivery of services to clients, ensuring they meet agreed service level agreements (SLAs) and operational level agreements (OLAs).
- Client Relationship Management: Develop and maintain strong relationships with clients, handling their expectations and resolving any issues promptly.
- Service Improvement: Identify and rectify service delivery issues, conduct root cause analysis, and implement service improvement plans.
- CSI: Accountable for the closure for all CSI related topics.
- Accountability for Customer: Accountable for the resolution of concerns, issues or escalations related to operations, projects and demands.
- Team Leadership: Lead and manage service delivery teams, ensuring they are adequately trained and resourced.
- Reporting: Prepare and present regular and accurate reports to stakeholders on service performance.
- Compliance: Ensure compliance with company policies, procedures, and health and safety regulations.
- Collaboration: Work closely with sales, marketing, and other departments to drive service sales and profitability.
- Escalation Handling: First point of escalation for any concern, issues or escalation related to operations, projects and demands.
Requirements:
- Proven experience as a Service Delivery Manager or in a similar role.
- Strong understanding of service delivery processes and procedures.
- Excellent leadership and customer management skills.
- Strong problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to manage and lead teams.
- BSc degree in Business Administration or a relevant field.
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