Job Description

I. PURPOSE

A service delivery manager oversees the delivery of services or service technology to a company's clients or customers. The manager establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.

II. DUTIES AND RESPONSIBILITIES

The Manager is responsible for ensuring the smooth running of our Customers systems and network infrastructure ensuring they get maximum benefits from them. Tasks may include:

  • Problem and Incident management ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded).
  • Service transition for customers as services are added or removed.
  • Ensure the company tools and information systems are utilized correctly and relevant information is provided.
  • Definition of service level agreements (SLAs) related to contracted services and that escalation flows ...

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