Job Description :

Position: Service Delivery Manager

Location: Atlanta GA

Only FTE

Salary: 100k

Job Description

  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Responsible for identifying opportunities in different areas to expand footprint with existing clients
  • Building strong client relationships to maintain and grow existing business
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Collaborating and prioritizing with various internal departments to ensure that they fulfill all customer requests on time
  • Acting as the client's representative in a firm to ensure that their demands are met with a focus on improving the customer experience
  • Collecting and analyzing data concerning consumer behavior to understand changing needs
  • Proficiency in leading both physical and virtual teams
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Expertise in people management and leadership
  • Strong organizational skills
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Providing accurate and regular reports to the management on performance of the service delivery
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
  • Collaborating with technical design teams to set standards for software, hardware, and security

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