SERVICE DELIVERY MANAGER - January 2010 - present Employers name - Coventry Responsible for providing a portfolio of IT, software, and technology services that meet the needs of clients. Permanent, full-time. The estimated total pay for a Service Delivery Manager is $120,407 per year in the United States area, with an average salary of $98,841 per year. Depending on the nature of the business, SDMs could be responsible for any number of the following: Establishing delivery processes: Setting up guidelines and procedures for service delivery. A service delivery manager assesses a client's needs and oversees the delivery of the appropriate services within a business context. Salaries estimates are based on 80 salaries submitted anonymously to Glassdoor by a Service Delivery Manager employees. You will also ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness. Here we look at two important IT KPI examples for measuring service delivery: Service Quality (SERVQUAL) and First Call Resolution (FCR). GDS also have a Delivery Manager role description. A passion to deliver the highest quality results and customer service. The IT Service Delivery Manager (MSP) will be the lead for everything related to Service Delivery and Operations. To be successful, the Service Delivery Manager must carefully determine his approach. Experience working with Banking Platforms strongly desired Extensive knowledge of project management standards, processes, procedures and guidelines as well as various IT project methodologies and life cycles. The Project/Service Delivery Manager is responsible for business analysis, project management, and solution delivery. Lead a diverse team of Quality Analysts and Testers in a challenging / fast paced environment. Summary : IT Service Delivery Manager professional with over 20 years of progressive managerial, technical, and quality assurance experience in the areas of product development, implementation, project management, customer support, and vendor/client relationship management. Your responsibilities include both external client relations, as well as internal project coordination to ensure the proper day-to-day care and feeding of our clients' managed environments. In this role, you will be responsible for the financial and commercial performance of delivered customer support services. They are great at managing stakeholders and are responsible for coordinating across multiple departments to remove any impediments. Prior Service Delivery Management or Relationship Management in the Banking Industry is required - 5+ years. We are looking for someone with experience in agile delivery methodologies (Kanban or Scrum), who takes initiative, possesses a service-oriented attitude, and can effectively communicate . Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. The national average salary for a Service Delivery Manager is $7,500 per month in Singapore. The top three keywords employers use in Service Delivery Manager job descriptions are Auto Delivery appearing in 27.48% of postings, Customer Service 11.8%, and Technical appearing in 11.57%. *Scheduling a delivery time is a premium service. As a Service Deliver Manager, you will serve as the primary contact and face of the project managing client communications, expectations, and escalations. The AWS Service Delivery Program is designed to validate AWS Partners that have deep technical knowledge, experience, and proven success in delivering specific AWS services to customers. They also perform data analysis, usually based on metrics . Sub-Processes of Service Delivery. WorkBloom's resume templates all come with matching cover letters. Easy Apply 1d He/she ensures that his/her team members adhere to laid down instructions. *Scheduling a delivery time is a premium service. The IT Service Delivery Manager periodically reviews various incident management metrics and works with the team to continuously improve process performance. The Service Delivery Team is made up of 6+ awesome engineers that provide support for technical issues and small projects across a wide scope of clients. A service delivery manager's role focuses on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing. Average Service Delivery Manager Salary $102,213 Yearly $49.14 hourly $74,000 10 % $102,000 Median $140,000 90 % See More Salary Information Therefore, time management is one of the . IT service delivery manager provides expertise for the design and development of information technology (IT) systems, within all levels of complexity. Process Objective: Service Level Management has the tasks of maintaining the IT Organization's Service Catalogue and reaching binding agreements for internal and external Service Performances. Research salary, company info, career paths, and top skills for IT Service Delivery Manager The primary goal of the IT service delivery manager is to ensure that stakeholders are kept happy by meeting or exceeding stated SLAs. A service delivery manager is responsible for ensuring the excellent quality and delivery of services for clients. I have exceeded my expectations on every occasion for the delivery of excellent service. The role is part general management, part service operations and part special projects . Strong analytical and teamwork (onsite - offshore) skills. While individual salaries can vary depending on the size and location of the company, service delivery managers generally start their careers with an annual salary of just under $95,000. other duties typically mentioned on service delivery manager resume include - taking part in policy formulation, taking charge of delivery service planning, ensuring effective implementation of policies, assisting in hiring and training process, preparing periodical reports, making recommendation for technological changes, collecting data about Resume sample of an IT Service Delivery Manager with over 10 years of experience. Learning more about what a service delivery manager is can help you decide if it's the right career path for you. The first is an Infrastructure Project Manager, and the second is the Service Delivery Manager for managed services and project delivery vendors. Service delivery managers often take different approaches to their work. Service Delivery Manager duties and responsibilities Receiving and evaluating customer requests and complaints Establishing and maintaining strong relationships with internal and external stakeholders Providing leadership to the service delivery team Advising and coaching team members Managing the service delivery schedules The top 10 percent makes over $140,000 per year, while the bottom 10 percent under $74,000 per year. A Service Delivery Manager. As a Service Deliver Manager, you will serve as the . An Agile delivery manager is typically a skilled person who focuses on making things happen, thus ensuring their teams have everything they need to succeed. Prices vary based on location and are determined when services are requested. Find out how you can use FedEx Delivery Manager to easily track shipments and specify when and where they're delivered. Since resources are always limited, we must prioritize them. The responsibility of the SDM is to communicate with the Management, Resources, Project Managers and most importunately, the Client. Hiring managers may ask about your processes to understand your work habits, perspectives, experiences and decision-making skills. How much do Service Delivery Managers make? The IT Service Delivery Manager (SDM) will report into the Digital Experience Service Delivery Leader (SDL) and will be responsible for driving the delivery and migration of the EY IT Projects associated to the Digital. Combined, these four sections effectively showcase . What a Service Delivery Manager does at HP: Is the single point of contact for the customer managing change requests and customer queries Manages day-to-day operation and assumes responsibility for all service levels to be delivered to customer Proactive elevation and escalation management Prepares, leads and manages operational account reviews 1d 3+ years of experience of demonstrated leadership skills; possessing a track record of managing and developing technical talent, including onshore and offshore Symmetric IT Group IT Service Manager - MSP Tampa, FL $75K - $90K (Employer est.) Service delivery managers maintain positive relationships with customers, manage company finances, meet deadlines, lead service delivery teams, and improve the company's services. The first half of this resume includes four key branding sections: title, summary of qualifications, core strengths and select career highlights. Experience in end-to-end project execution and delivery. Communication is the most important aspect of the Service Delivery Manager (SDM). Just click "Edit CV" and modify it with your details. Proactively communicate with IT development and business teams to deliver high quality testing services. The role also includes leading the customer network support engineers' team and working . The Service Level Manager is responsible for . As Service Delivery Manager, I act as the link between our customers, TSG's operational teams and our third-parties; I provide a point of contact and escalation. The Service Desk Manager (SDM) is a critical role in any IT Service Management (ITSM) operation. Update the template fonts and colors to have the best chance of landing your dream job. Done well, Service Delivery brings the business and IT together to benefit the company as a wholeeliminating the detrimental "Us-versus-Them" mindset. From helping customers run serverless code with AWS Lambda to deploying managed, secure, reliable, and high-performing Windows-based solutions on Amazon EC2 . Also in charge of ensuring that the delivery of advanced technologies and solutions is done with a professional, honest and personalised service approach. This position is a stakeholder IT Service Delivery Manager Duties & Responsibilities To write an effective IT service delivery manager job description, begin by listing detailed duties, responsibilities and expectations. 9. - "Public Interface" = a boundary of authority; different reporting structure - "Exchange" = formal and measurable, payment in exchange for value A Process is any set of steps that are performed with the intent of satisfying a purpose or achieving a goal. The service delivery manager is a customer-facing role that involves overseeing various aspects of a company's operations. The communication should be crisp, clear and unambiguous without leaving any doubt in the minds of the listener. The IT service delivery manager is responsible for overseeing all IT service delivery operations, and the role can fall to any number of positions within the IT function. Service Delivery Manager Responsibilities: Maintaining positive relationships with customers. You will work closely with the Brand, Marketing . . Salary ranges can vary widely depending on many important factors, including education, certifications, additional skills, the number of years you have spent in your profession. IT Service Delivery Manager. I am very vast in experience and is passionate in service delivery. A Service is a Value Exchange Process across an Organization or a Public Interface. The average IT Delivery Manager salary is $124,832 as of September 26, 2022, but the salary range typically falls between $106,883 and $146,373. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. Service delivery managers work in a variety of . They are responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. At this role level, you will: build and maintain teams, ensuring they are motivated, collaborating and working . Prioritization Prioritization is the ability to determine which tasks are most important to complete first. 50.85% of Service Delivery Manager job postings have at least one of these terms indicating the value employers place commonly place on these experiences when hiring candidates. I'm the person who ensures that services are delivered and supported to the agreed service levels and expectations so that our customers can achieve their business goals. The top Service Delivery Manager Interview questions and answers bring readiness to prepare even better. We are seeking a motivated & enthusiastic Service Delivery Manager to service key clients incl. Feel free to amend and adapt these KPI examples as you wish to make them a better fit with your business. Introduce and implement new ways of working that deliver efficiency and effectiveness within QA and Testing. The position combines leadership and managerial responsibilities with in-depth technical expertise. Time is a valuable asset to a project because we cannot easily recover it once it is lost. IT Service Delivery Manager Janus Henderson 3.7 Hybrid remote in London Input into service level review process with the business and 3rd party service providers. At the interface with the client, Service Level Agreements are agreed. Ability to project plan, co-ordinate and carry to completion, with solid interpersonal organizational . A delivery manager is accountable for the performance of the team. Identifying customer needs and overseeing service delivery within the business context. 4 October by Utilise Recruitment Ltd. 30,000 - 49,999 per annum. A delivery manager guards the team's time, to ensure continuous delivery is possible. We have good news for you! The service delivery manager is also responsible for ensuring that the company's processes are in place to deliver a high level of customer service. This requires constant attention to . A Service Delivery Manager has to handle multiple tasks and issues. A service delivery manager's primary goal is to maintain relations with customers by solving their problems. Lists of Top Service Delivery Manager Interview Questions and Answers in 2022. The service delivery manager works to maintain good customer relationships and improve the company's services to maintain customer satisfaction. government, health & retail sites. What Does a Service Delivery Manager Do? Incorporate CRM (Customer Relationship Management) to enhance service delivery CRM (Customer Relationship Management), is a method for companies to record and study their interactions with clients they have dealt with in the past, are serving right now, and, may deal with in the future. The Cloud Service Delivery Manager needs to have responsibilities across five key areas: The secret to the success of this role is definitely "don't get in the way" while mitigating risks and continually developing, monitoring, and enforcing standards and compliance. 6-8 years' experience in Project Management. Find more Resume Templates. A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. View the job description, responsibilities and qualifications for this position. Moreover, the questions by interviewers are to gauge the candidate's minds and skills beneficial for the organization. While a Technical background/knowledge base is required for success, most hands-on duties will be centered around internal administration of the RMM (ConnectWise), IT Glue, and various other internal tools. Senior managers can earn up to $155,000. IT Service Delivery Manager Grand Rapids, MI $60K - $89K (Glassdoor est.) Save Service Delivery Lead PRA 5d ago Brisbane QLD $130,000 - $143,000 +super Information & Communication Technology Programme & Project Management Filter by location to see a Service Delivery Manager salaries in your area. Team time is precious time. Apply for the Job in IT Service Delivery Manager at Perrysburg, OH. This position has two sets of responsibilities, each focused-on delivery. Interviewers expect answers such as 'occasional,' or 'up to (X percent) of the time.'. The IT Service Delivery Manager will oversee and provide technical assistance to the service team, ensuring service and support is provided to clients at, or above, agreed levels/SLAs. Service Delivery Managers in America make an average salary of $102,213 per year or $49 per hour. So, it's essential that you have problem-solving skills so you can develop solutions to customer complaints or concerns. The job description of the service delivery manager entails coordinating and directing the activities of the service delivery team to ensure set goals are achieved. My top 10 tips for becoming an effective Service Delivery Manager In no particular order are 1) To start with you need to develop a clear understanding of your Role and Objectives. Fast Forward (DFF) technology roadmap and our new digital marketing platform. The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. Service Manager- Yuma Redlund Equipment Yuma, CO 80759 $60,000 - $75,000 a year Full-time 8 hour shift Service Delivery Manager new Keno Kozie Services Remote Estimated $104K - $132K a year Full-time On call Easily apply Strong customer service and communication skills. When answering this question, talk about what steps you take to make your delivery processes effective. use our job-winning professional Service Delivery Manager Resume template. The IT Service Delivery Manager is responsible for the strategic and tactical direction relating to IT Service Management and Operations within the Enterprise IT function. Deloitte Los Angeles, CA2 weeks agoBe among the first 25 applicantsSee who Deloitte has hired for this roleNo longer accepting applications. A service delivery manager can perform both technical and administrative tasks, such as managing team performance, and controlling service quality, in a variety of industries. The main responsibilities of this role are: Deliver projects and products using the appropriate agile project management methodology, learning & iterating frequently Many delivery manager assignments require travel to various client sites and will include the job requirement details within the job description of a specific role. On average, they earn around $125,000 a year. Experience in Pharmaceutical domain is good. Service Quality (SERVQUAL) Service Delivery is much like it sounds: it's the delivery of an IT service to a customer. They're often in charge of leading project teams, solving any service issues and managing budgets. These include the quality of its products and services. Top 5 service delivery manager interview questions with detailed tips for both hiring managers and candidates. You don't have to start writing from scratch. Written by Karrie Day on April 6th, 2022. Managing finances and budgets. Service Delivery Manager 04/2009 - 08/2011 Manages and ensures consistent application of human resource processes including career development, performance management within area of responsibility Provides preemptive network design optimization recommendations based on periodic network and service performance, capacity, and security analysis An entry-level Service Delivery Manager with less than 1 year experience can expect to earn an average total compensation (includes tips, bonus, and overtime pay) of 302,414 based on 144. Onboard news services onto the service desk ensuring the appropriate Posted 12 days ago IT Service Manager Sopra Steria 3.5 Remote in United Kingdom Up to 45,000 a year Permanent + 1 This is important because it performs a service the customer cannot doand provides great value. Birmingham. These numbers represent the median, which is the midpoint of the ranges from our proprietary Total Pay Estimate model and based on salaries collected from our users. 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