Service Delivery Manager

Datascience

Responsibilities

• Oversee the end-to-end delivery of services, ensuring compliance with SLAs, KPIs, and contractual agreements.
• Act as the main escalation point for clients, managing service issues and ensuring timely resolution.
• Coordinate with cross-functional teams including operations, technical support, project management, and account management to ensure seamless service delivery.
• Monitor service performance metrics, prepare regular reports, and present findings to internal stakeholders and clients.
• Lead service review meetings, identify gaps, and develop improvement plans to enhance service quality.
• Manage resource allocation to ensure adequate staffing and efficient handling of client requirements.
• Drive continuous improvement initiatives to optimize processes, reduce risks, and enhance customer satisfaction.
• Ensure adherence to company policies and industry best practices in service operations.
• Support onboarding of new clients and ensure smooth transition from implementation to operational delivery.
• Maintain strong client relationships to promote retention, contract renewals, and potential upselling opportunities.