Service Managers covers the management of ongoing services to clients, ensuring that the service to the clients meets contractual requirements and service level agreements. Service Managers are also responsible for agreeing on service improvements together with the client, based on service delivery realization and deviation.

Job Description - Grade Specific

Senior Service Delivery Manager - Responsible for the quality provision of service, as well as for managing and reporting on it. SDM oversee the execution of day-to-day operations to ensure contractual commitments are met. SDM proactively manage the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction, and ensure that continuous improvements are put in place to help ensure the continuity of our contracts. SDM work closely with others to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business.

Skills (competencies)

Accountability

Active Listening

Adaptability

Analytical Thinking

Business Acumen

Business Partnering

Business Transformation

Change Management

Coaching Confidentiality

Collaboration

Commercial Management

Complex Engagement Management

Contract Management

Crisis Management

Critical Thinking

Cultural Awareness

Customer Centricity

Data-Driven Decision-Making

e-Great

e-KPI

e-MMX

e-Monitoring

Emotional Intelligence

e-skills

Estimating

Executive Presence

Financial Analysis

Financial Control

Financial Reporting

Influencing

Lean Portfolio Management

Managing Difficult Conversations

Microsoft Project

Negotiation

Problem Solving

Project Financial Planning

Project Governance

Project Management

Project Planning

Qwiz

Relationship-Building

Risk Assessment

Risk Management

Scope Management

Scrum

Stakeholder Management

STAR

Storytelling

Strategic Thinking

Teamwork

Time Management

Unified Project Management (UPM)

Unified Service Management (USM)

Verbal Communication

Written Communication

Agile (Software Development Framework)

Delegation

UPM (Methodology)

USM (Methodology)