Description
A service delivery manager is in charge of ensuring that services are delivered to the clients of a business in an efficient manner.
They are in charge of a number of activities, including project team leadership, quality issues resolution, progress monitoring, tracking KPIs, and managing budgets.
A service delivery manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.
Duties, Responsibilities & Key Performance Indicators
Ensure engagement at least 3 times a week with the client’s Project Management office.
Track the current capacity strength of the TAAS team and measure them against all Q1 and Q2 activity to determine if to increase the resource capacity.
The DM is responsible for driving change request initiatives.
·Track overall output of the testing team in alignment to the KPIs agreed upon by the client.
Work with HR Business Partner to assist the onboarding process (going forward) of all new resources for the client including the following:
Building Access, System Access,
VPN Access, Voice and Data Access
Work with HR Business Partner to ensure that all resources are at their designated workstation during work hours.
Manage change request orders from end to end.
Communicate resource needs to Tezza HR.
Process optimization.
Monitor resource allocation to spot gaps and track output with KPIs.
Monitor relationship with the PMO and sensitize them to keep to the outlined Work In-Take Process.
Ensure PMO adheres to proper escalation pathway.
Monitor resource allocation tool and pipeline.
Serve new intakes a testing policy to agree to and sign off.
Maintain governance and documentation repository for IPs.
Track 90-day game plan gap analysis and optimize reports for daily, weekly and monthly reports.
Stakeholder Communication
Ensure weekly, monthly, quarterly, bi-annual and annual communication to the board and the client’s executives.
Prepare and publish bi-weekly report trends to management.
Plan, prepare and carry out presentations, seminars and sensitization sessions to drive stakeholder adoption.
Relationship & Human Resource Management
Oversee human resources, including hiring, performance evaluation, training, and mentoring of resources.
Fostering deep relationships with horizontal and vertical team (and stakeholders) to promote efficient departmental communication.
Service Management
The Delivery Manager should ensure that he monitors and aligns all operational processes of the domains under him to the clients SLA.
He ensures that all processes be reviewed, optimized and standardized by all key stakeholders.
Developing a thorough grasp of projects in order to acquire insight into the extent of service delivery.
Assuming responsibility for critical incidents, working with relevant stakeholders to resolve issues, and ensuring effective communication among them for post-incident monitoring.
Analyzing internal and external procedures, and developing plans for optimizing service delivery Business
Transformation
The Delivery Manager works with the TaaS Manager the drive strategy across the following pillars to enable business transformation.
People: partaking in the interview process using domain knowledge of the client and professional requirements of the job to assess potential resources.
Process: drive adoption and optimization of all processes for project execution across all domains under him.
Platform: Drive automation using various tools after critical research of the clients needs while opening new opportunities for Tezza.
Reporting
The DM should be able to oversee, coordinate and communicate the following reports to the client on a periodic basis.
Trend Report
Forecasting Report
Weekly Report
Insight Report
Monthly Report
Quarterly Report
Risk Report
Half-year and Annual Report
Academic & Professional Requirements
BSc / BA in business administration, business analysis, project management, delivery management or related field
Minimum of 5 years of senior -level leadership, capacity building and management
Strong Project and people manager skills with a proven track record
Expert level written and verbal communications skills.
Exceptional relationship management and networking skills
Certification in ITIL 4 is a plus.
Impressive and practical understanding of risk management
Solid resource planning and problem-solving skills
Ability to work, management, assign and allocate resources.
Familiarity of the Telco space is an added advantage.
Strong stakeholder management and engagement skills.
Ability to track tasks to completion.
Capacity to train and guide junior team members
Ability to manage and prioritize tasks efficiently
Readiness to demonstrate a proactive attitude
Excellent verbal and written communication skills
Knowledge of Software Testing and the technology space end to end is an advantage.
Related search
