What are the responsibilities and job description for the Service Delivery Manager position at BravoTECH?
We are seeking a highly organized and results-driven Service Delivery Manager to oversee the delivery of outsourced services to our clients. The ideal candidate will serve as the primary point of contact for the engagement, ensuring that service levels are met or exceeded, customer satisfaction is high, and the partnership runs smoothly. This role involves managing vendor relationships, monitoring performance metrics, and driving continuous improvement.
Key Responsibilities:
Service Delivery Management:
- Oversee the end-to-end delivery of outsourced services, ensuring alignment with contractual obligations and Service Level Agreements (SLAs).
- Act as the escalation point for any service delivery issues and coordinate resolution efforts with internal teams and the outsourced partner.
- Monitor and report on the overall health of the service engagement through regular updates to stakeholders.
- Ongoing management of support tickets (cases) to ensure client concerns/questions are being addressed appropriately and timely
- Hosting regular conversations with technology consultants to align on client-specific support strategy and coordinate upcoming support activities
- Continually analyze engagements for quantitative and qualitative value added for the client and report these findings
Client Relationship Management:
- Build and maintain strong relationships with the client, acting as their advocate within the organization.
- Facilitate regular client meetings to discuss performance, gather feedback, and review future requirements.
- Understand the client's strategic goals and ensure the outsourced services align with their objectives.
Continuous Improvement:
- Identify and implement initiatives to improve the quality, efficiency, and value of the outsourced services.
- Stay up-to-date with industry best practices and emerging trends in outsourcing and service delivery.
- Foster a culture of innovation and collaboration between internal teams and the client.
Qualifications and Skills:
- Bachelor's degree in Business Administration, Information Technology, or a related field (Master’s degree is a plus) or equivalent experience.
- Proven experience in service delivery management, outsourcing, or vendor management and/or proven experience working with SAP SuccessFactors on either client side or service provider side.
- Excellent communication, negotiation, and interpersonal skills.
- Analytical mindset with the ability to interpret data and generate actionable insights.
- Proficiency in project management tools and methodologies is desirable.
- Ability to work in a fast-paced, dynamic environment with competing priorities.
Key Attributes:
- Client-focused mindset with a strong commitment to delivering value.
- Exceptional problem-solving and decision-making abilities.
- Proactive, adaptable, and resourceful.
Technology Proficiencies:
- Comfortable creating, editing, and reporting on client information/billing elements in Salesforce/Kantata (strong proficiency a plus)
- Able to work with the full suite of Microsoft 365 products; can create material (Excel sheets, Words docs, PPTs, etc.) that are appropriate to share with clients
- Administrative-level understanding of SAP’s HCM suite of products; able to advise on, and recommend, SAP HCM modules/solutions, and troubleshoot admin-level problems within client systems
- Knowledgeable about SAP’s yearly calendar and/or potential disruptive events or opportunities; relays these proactively to the client