Job Description
The Service Delivery Manager is responsible for managing all aspects of day-to-day Service Delivery Support. The Service Delivery Manager will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service. Ensure Incident Management processes are followed effectively (ie SRT's escalation and notification). Process management and co-ordination for PIR's and RCAs for incidents affecting their respective customers, in conjunction with the Problem Management, ensuring the appropriate Business implement actions to prevent reoccurrences of the same issue. Monitor and Manage Service delivery and Service Level Agreements ensuring that obligations are issues escalated and prioritized. Coordinating Change Management activities as required. Identify, implement and drive service improvements to increase customer satisfaction. Forecast resource demand to ensure company can plan and effectively deliver end-to-end services with minimum reso...