Service Delivery Manager Job Description

What does a Service Delivery Manager do?

Service Delivery Managers identify clients’ needs and oversees the delivery of services. They focus on creating or establishing processes that will provide excellent and quality customer service. They also maintain good customer relationships and improve services to maintain customer satisfaction.

Service Delivery Managers can work in various industries but commonly work in the Business Process Outsourcing (BPO) industry. They usually manage and oversee the service delivery team. They can perform both technical and administrative tasks, depending on the specific requirements of the business/organization they are working for.

Duties and Responsibilities:

These are some of the core duties and responsibilities of a Service Delivery Manager, however, this will depend on the type of business/organization they are working for.

• Establish and enhance delivery processes
• Build partnerships and liaise with other teams
• Maintain positive relationships with clients and/or customers
• Identify customer needs
• Manage customer expectations
• Oversee service delivery
• Create cost-effective solutions or systems
• Lead and manage the delivery team