Service Delivery Manager - D
Job Description
Service Managers cover the management of ongoing services to clients, ensuring that the service meets contractual requirements and service level agreements. They are responsible for agreeing on service improvements together with the client, based on service delivery realization and deviation.
Job Description - Grade Specific
Senior Service Delivery Manager - Responsible for the quality provision of service, as well as for managing and reporting on it. SDMs oversee the execution of day-to-day operations to ensure contractual commitments are met. They proactively manage the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction and ensure that continuous improvements are implemented to maintain contract continuity. SDMs work closely with others to plan the overall client relationship strategy, concentrating on cost reduction, service improvement, and new business.
Key Responsibilities
1. Manage ongoing services to clients and ensure compliance with service level agreements.
2. Agree on service improvements with clients based on delivery realization.
3. Oversee day-to-day operations and ensure contractual commitments are met.
4. Maintain high levels of client satisfaction through proactive relationship management.
5. Implement continuous improvements to ensure contract continuity.
6. Collaborate on client relationship strategy focusing on cost reduction and service improvement.
Required Skills
1. Analytical Thinking
2. Business Acumen
3. Change Management
4. Contract Management
5. Customer Centricity
6. Project Management
7. Stakeholder Management
8. Strategic Thinking
9. Verbal Communication
Ref. code: 173890
Posted on: 7 Mar 2025
Experience Level: Experienced Professionals
Contract Type: Permanent
Location: Mumbai (ex Bombay), IN
Brand: Capgemini
Professional Community: Delivery Excellence
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