Service Delivery Manager / SDM

Dome Recruitment Limited
16 May 2018
15 Jun 2018
Contract Type
Full Time


The Service Delivery Manager (SDM) is responsible for managing the performance of services to managed services clients, ensuring that the contracted service levels are achieved and exceeded at agreed revenue and cost. This is achieved by providing full 360-degree feedback and reporting into the Service Centre and by listening to client feedback I.e. closing the loop in the service clients receive. Moreover, the SDM must ensure all services are delivered in a pragmatic way that exceeds customers’ expectations; SLAs are important and a consistent measure of the service generally, however, listening to clients concerns and feedback and responding in a way that immediately addresses their issues is key.


Responsibilities in this role may include but are not restricted to the following:

•Organising and conducting service review meetings with the client, producing necessary documentation to track issues, actions and initiatives.

•Provide regular service and performance reports to applicable customers within the agreed service delivery targets.

•Proactively monitor the service, seeking to avoid delivery shortfalls.Identify and work with appropriate groups and individuals to fix any process, technical, resourcing, contractual or SLA issues.

•Agree and document service level targets, KPIs, and service level agreements

•Oversee the updating of documentation and agreements to reflect the services contracted to our client

•Take ownership of communications to customer around key issues and major incidents

•Proactively identify areas for improvement, and manage and track any required improvements through a Continuous Improvement Process.

•Manage the operational relationship with the client, and act as an escalation point and route for resolution of major and important issues, for both the client and internally.

•Monitor and drive improvements in customer satisfaction.

•Ensure that service quality is at an acceptable level and that quality measures are embedded within the service and are demonstrable internally and to the Client.

•Provide feedback to service operations to proactively address issues of responsiveness, quality or accountability.

•Responsible for overseeing the account finances, including the forecasting of future revenues, identifying areas for cost efficiencies, and achieving target margins.

•Responsible for identifying and maximizing revenue opportunities and offering innovative service solutions, via technology, processes, or commercial engineering.

•Keep the customer informed of new service offerings, and developments.

•Take a lead on the clients’ road mapping and innovation throughout the life of the contract ensuring the appropriate sessions and meetings are held, with the appropriate resources and output.

•Oversee and provide governance to service transitions and professional service engagements.


•Increase Customer Satisfaction

•Enhance client’s Profile with our Customers

•Improve communication internally to raise/solve issues

•Provide detailed feedback from Service Reviews


The role requires an individual who has sound technical knowledge around general ICT services including both voice and/or data products and the ability to resolve problems and communicate between the Customer and internal technical resource.

The ideal candidate will be able to demonstrate the following skills and experience:

•Good experience in effective relationship management

•Strong negotiator

•Good at conflict resolution

•Experience of working with project teams

•The ability to work under pressure

•Strong Planning and Organisational skills

•Knowledge of Managed Services


•Highly motivated, with a pro-active approach to workload

•Able to work on own initiative

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