Service Delivery Manager Job Description

The Service Delivery Manager (SDM) is a position created within an organization to serve a variety of support roles.

SDMs typically perform administrative functions, including coordinating customer service, handling requests online, and managing internal documentation.

The SDM role is valuable as an organization seeks to improve internal processes and reduce its reliance on email.

The SDM is a bridge between the customer and the organization.

The SDM is responsible for processing requests, ensuring requests are being addressed in a timely manner, and managing the information flow between the customer and the organization.

Updated on:     
October 7, 2022

Job Brief:

We are looking for a Service Delivery Manager to improve the quality and efficiency of our service delivery operations. The successful candidate will have a proven track record in leading and improving service delivery teams and possess excellent problem solving and stakeholder management skills.

Service Delivery Manager Duties:

  • Ensure all services are delivered according to specific standards and expectations.
  • Create, maintain, and update standard operating procedures and checklists for service delivery.
  • Recommending service improvements.
  • Monitoring, evaluating, and addressing performance.
  • Develop, implement, and maintain quality assurance protocols.
  • Understand the business needs, priorities, and opportunities.
  • Improve service delivery and customer satisfaction.
  • Identify customer service improvements and opportunities.
  • Establish and maintain a positive customer impression and relationship.
  • Proactively identify, mitigate, and track recurring customer service issues.
  • Provide technical advice and guidance for on-site and off-site employees.

Service Delivery Manager Responsibilities:

  • Coordinate with field teams to ensure timely completion of service orders.
  • Train, develop, and motivate field service teams to complete tasks efficiently and accurately.
  • Coordinate field service schedule activities with operations, quality, and billing departments.
  • Ensure contract terms and conditions are fulfilled, including on-time and on-budget performance, completion of quality checks, and resolution of non-performance issues with suppliers and subcontractors.
  • Maintain record of field service-related issues, including quality control, documentation, warranty claims, and indemnity obligations.
  • Manage field service teams and subcontractors to ensure timely completion of service orders.
  • Assist in development of new service standards and protocols.
  • Create work schedules and assignments for field service team.
  • Develop and maintain a network of reliable, cost-effective, high-quality vendors and contractors.
  • Maintain current knowledge of service industry laws and regulations.

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Requirements And Skills:

  • Proven experience in retail or customer service environment.
  • Highly organized and detail-oriented.
  • Excellent verbal and written communication, presentation and interpersonal skills.
  • Self-motivated, organized and quick learner.
  • Knowledge of Microsoft suite of products required.

At [Company Name], we believe that diversity and inclusion are essential to our success as an organization. We are committed to building a team that reflects our values of diversity and inclusion and welcome applications from people of all backgrounds, experiences, and perspectives.