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 RCA’s for incidents affecting their respective
Business implement actions to prevent reoccurrences of the same issue.
are issues escalated and prioritized.
• Coordinating Change Management activities as required.
• Identify, implement and drive service improvements to increase customer satisfaction.
with minimum resource requirement. Interpret and plan projects and workload forecasts on an
ongoing basis.
• Service Delivery Manager is accountable for account service problems and prioritization of work
requests for their monitoring specific customers.
values.
• The Service Delivery Manager may supply input to the customer Annual Technology Plan.
• Assist with providing the customer IS team and LOS with relevant reporting and trend analysis
statistics to pro-actively support and improve the customer business.
Network and Database) for better Service delivery.
• Understand Technical setup of the Client and provide technical inputs to manage existing with
continuous improvement/enhancement required.
generated