Service Delivery Management (SDM) covers the management of ongoing services to clients. This includes all service support and service management processes (in line with ITIL/ASL definitions) plus others which are required for a specific engagement. SDM roles ensure that the service to the client meets contractual requirements and service level agreements (SLAs). Based on service delivery realization and deviation, the SDM agrees on service improvements together with the client. SDM includes the roles of Service Delivery Manager, Service Management Consultant, Service Coordinator, Service Administrator plus Change, Incident and Problem Managers. It therefore covers tasks from logging & progressing problems & incidents to managing the quality and commercial success of a service to a client.
Required Skills and Experience:
You are responsible for the quality provision of service, as well as for managing and reporting on it. You Oversee the execution of day-to-day operations to ensure contractual commitments are met. You proactively manage the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction, and you ensure that continuous improvements are put in place to help ensure the continuity of our contracts. You work closely with others to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business.
• Qualification: Bachelor’s Degree
• Certification: Manages engagements with complexity on EM level 1 or higher. Is, if possible, certified on this level.
• Must have experience in Negotiating, Transition Management, Change Management, Project Financials, KPT & Reporting and Continuous (Service) Improvement.