Service Delivery Manager

Job Description

The Service Delivery Manager is responsible for overseeing the end-to-end delivery of services to clients, ensuring high-quality performance, customer satisfaction, and continuous improvement. This role combines client and stakeholder engagement, operational excellence, and financial oversight to drive service success and business growth.

Job Responsibilities

Client Relationship Management
a. Build and maintain strong client relationships as the primary point of contact for service-related matters.
b. Manage client expectations, inquiries and escalations effectively.
c. Collaborate with clients to understand their needs, gather feedback and ensure satisfaction and retention.

Service Improvement
d. Continuously evaluate service delivery processes to identify improvement opportunities
e. Drive initiatives to enhance service quality and improve customer satisfaction.