Service Delivery Manager

Experience: 2 Years

Job Type: Full Time - Onsite

Location: PCSIR Staff Society - College Road, Lahore

1. Client Management:

• Serve as the primary point of contact for clients regarding service delivery issues, requests, and escalations.
• Conduct regular service reviews with team to ensure client needs are being met.

2. Stakeholder/ Team Management:

• Team Leadership and Task Delegation (Ability to take work from a team and get work done).
• Management of Novatore’s stakeholders. Develop a change management plan that aligns with stakeholders if necessary. Identify and evaluate the role of stakeholders.
• Determine their communication and support requirements.
• Situation handling. Analyze the situation and take necessary actions.
• Identify areas for process improvement and implement best practices. Develop and document standard operating procedures (SOPs). Monitor key performance indicators (KPIs) and adjust operations as needed.
• Managed Services Contracts, team structure, and operational processes. Handle process establishments, and integration with the existing processes.

3. Service Delivery Oversight:

• Oversee the delivery of services to clients, ensuring adherence to agreed-upon service levels and quality standards.
• Supervise the daily activities of the technical team and manage end-to-end project delivery.
• Identify areas for process improvement and implement changes to enhance service delivery efficiency and effectiveness.
• Develop and maintain service delivery documentation, including procedures, guidelines, and best practices.

4. Issue Resolution:

• Address and resolve service delivery issues and client complaints in a timely and effective manner.
• Implement corrective actions to prevent recurrence of issues.

5. Reporting and Analysis:

• Prepare and present regular reports on service delivery performance to senior management and clients.
• Analyze service delivery data to identify trends and areas for improvement.

Job Type: Full-time

Pay: Rs100,000.00 - Rs110,000.00 per month

Application Question(s):

• Are you permanent resident of Lahore. (If no then mention area)?
• What is your current salary?
• What is your expected salary?

Education:

• Bachelor's (Preferred)

Work Location: In person