OPERATIONS LEAD, SERVICE DELIVERY / SERVICE DELIVERY MANAGER

The Service Delivery Manager is responsible for managing all aspects of day-to-day Service

Delivery Support.

. The Service Delivery Manager will work closely with all operational areas of their assigned

accounts/business

. units, in particular with all Lines of Service.

. Ensure Incident Management processes are followed effectively (ie SRT's escalation and

notification).

. Process management and co-ordination for PIR's and RCA's for incidents affecting their respective

Business implement actions to prevent reoccurrences of the same issue.

are issues escalated and prioritized.

. Coordinating Change Management activities as required.

. Identify, implement and drive service improvements to increase customer satisfaction.

with minimum resource requirement. Interpret and plan projects and workload forecasts on an

ongoing basis.

. Service Delivery Manager is accountable for account service problems and prioritization of work

requests for their monitoring specific customers.

values.

. The Service Delivery Manager may supply input to the customer Annual Technology Plan.

. Assist with providing the customer IS team and LOS with relevant reporting and trend analysis

statistics to pro-actively support and improve the customer business.

Network and Database) for better Service delivery.

. Understand Technical setup of the Client and provide technical inputs to manage existing with

continuous improvement/enhancement required.

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