Service Delivery ManagerHR-AID

• The Service Delivery Manager is responsible for leveraging technical knowledge to drive service sales and the management of service contracts through delivery of exceptional customer service.
• The Service Delivery Manager is responsible for managing service contracts, facilitating client requests for change, resolving service issues in accordance with SLAs with a goal to ensure service improvement, strengthen client relationships through high level service delivery and ensure the company is positioned for growth.

Key Responsibilities

• Act as a primary contact for all customer queries and issues.
• Offer exemplary customer service, including maintaining customer relationships and taking care of any customer concerns or complaints quickly and professionally.
• Lead customer interaction on service-related issues and work with technical teams to ensure quick resolution.
• Interact with business team to understand service level agreements and communicate the same to team members.
• Work with the team to develop problem management and service improvement plans.
• Have detailed knowledge of the services provided to each client account, respond promptly to service desk tickets, phone calls, and emails, providing technical support and guidance to end-users.
• Monitor issues, track, and ensure issues are resolve in a timely and effective manner.
• Document all support activities, solutions, and resolutions in the service desk ticketing system for future reference and analysis.
• Maintain the service desk and the service desk team members continuously evaluating desk efficiency.
• Collaborate with other IT teams to identify and implement process improvements and enhancements to enhance service delivery and customer satisfaction.
• Maintain a high level of professionalism, confidentiality, and customer service orientation in all interactions with internal and external stakeholders.
• Act as a point of escalation point for issues reported to the technical teams and follow up to ensure issues are resolved.
• Ensure periodic review of service agreements and coordinate timely renewal of agreements.
• Ensure roll over of service contracts through exceptional customer service delivery.
• Keep abreast of current and new IT trends and methodologies.
• Ensure proper reporting and documentation is done. Provide detailed information and broader data to both teams and stakeholders.
• Maintain documentation for deployments, maintenance, upgrades, and problem resolution activities.

Services Sales:

• Manage the client relationship from a service quality and operations perspective and ensure the company delivers to its service level agreements at the minimum.
• Identify potential customers through lead generation and qualification activities.
  • Consult with potential clients to understand their IT needs and challenges.
  • Develop customized proposals that showcase relevant IT services and their value proposition.
  • Present solutions to clients in a clear and concise manner
  • Negotiate contracts and pricing to close deals.
  • Track sales activity and report on progress towards assigned sales goals.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Up to 5 years related work experience in service desk management.
• Must have a passion for IT/Enterprise sales.
• Proven experience in a technical support role, preferably in a service desk or help desk environment.
• Experience delivering client-focused solutions to customer needs.
• Familiarity with IT solutions and technologies including computer hardware, software, operating systems, and networking technologies.
• Excellent communication and interpersonal skills, with the ability to effectively interact with individuals at all levels of the organization.
• Customer-focused mindset with a commitment to delivering high-quality service and support.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
• ITIL certification or knowledge of IT service management best practices is a plus.
• Good interpersonal skills
• Excellent client-facing skills
• Excellent problem-solving skills
• Excellence in service delivery, focus on quality and attention to detail.
• Ability to multitask, prioritize and meet deadlines on a consistent basis.
• Drive to deliver exceptional customer service.
• Ability to respond promptly to issues and handle complaints.
• Ability to work under pressure.
• Enthusiastic and self-motivated.