Service Delivery Manager

About the job

The service delivery manager is expected to identify customer challenges and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager embraces both administrative and technical roles and are skilled and hard-working individuals who possess super leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions. Responsibilities : • Overseeing Service Delivery: Ensuring Application Enhancements and Application Support services are delivered efficiently and meet client expectations. • Managing Teams: Leading project teams and coordinating with various teams to resolve issues. • Monitoring Performance: Tracking key performance indicators (KPIs) and ensuring high performance levels. • Budget Management: Managing budgets and finding ways to reduce costs without compromising service quality. • Customer Relationship: Maintaining strong client relationships and addressing their needs and feedback. Skills: • Leadership: Strong leadership and team management skills. • Communication: Excellent communication skills for interacting with clients and team members. • Problem-solving: Ability to troubleshoot and resolve issues effectively. • Project Management: Proficiency in managing application enhancements workstream and tracking progress. • Customer Service: Strong focus on customer satisfaction and service improvement. Qualifications: • 10+ years of prior experience with SaaS Implementation, Application Enhancements and Application support for large Global customers/organizations. • Demonstrate a good understanding of SDLC (e.g. agile process), project management, and support processes (E.g. ITIL). • Excellent written and verbal communication skills, discretion, and excellent judgment. Very strong business analytical skills with an eye for detail. • Manage cross-functional interactions with Icertis internal teams - e.g. Product Management, Customer Support, and Cloud Operations and be the point of contact to drive toward successful implementations. • Ability to multitask and prioritize effectively and handle shifting priorities efficiently and professionally. • Critically evaluate information gathered from multiple sources and reconcile conflicts. • Must have direct client engagement experience over multiple end-to-end implementations. • Show an acumen to correctly interpret trends and patterns from available data and to formulate effective strategies to achieve program/project objectives. • Excellent interpersonal skills and ability to develop and foster peer-to-peer relationships with client counterparts. • Bachelors degree or equivalent experience with a keen business sense is required. MBA and/or experience in Management Consulting is preferred. • Progressive experience in managing enterprise SaaS implementations - analyzing, troubleshooting, and debugging customer issues will be useful. • Superb time management and ability to juggle multiple tasks under strict deadlines. • Knowledge of SaaS, Microsoft technologies, and Cloud services. • Six Sigma, ITIL, PMP or other certifications required.

Requirements

• Leadership
• Communication
• Problem-solving
• Project Management
• Customer Service

Qualifications

• 10+ years of prior experience with SaaS Implementation
• Bachelors degree or equivalent experience
• MBA and/or experience in Management Consulting preferred

Preferred Technologies

• Leadership
• Communication
• Problem-solving
• Project Management
• Customer Service