Service Delivery Manager

Job Responsibilities

• Implement new AI based technology to reduce agent HC and improve customer experience
• Reduce cost to absolute minimum required to deliver service
• Act as Single Point of Contact (SPOC) for client(s) for all Service Desk and Sophie related issues
• Responsible for day to day delivery of Service Desk, Security Administration, Deskside, Tech Staffing and/or BPO services
• Provide leadership, direction and coach/mentor team
• Implement, monitor and adhere to Best Practices
• Implement process improvements to improve quality, customer experience and reduce cost.
• Manage to Scope of Work and create Change of Scopes in partnership with the Commercial team
• Assist with new launches or new business with client(s)
• Assist with invoicing

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

• Bachelor"s degree or four year equivalent preferred
• Minimum of 2-3 years" experience working in IT or BPO management role or some combination of 2-3 years in IT or BPO operations
• In-depth understanding of IT or BPO industry dynamics
• Critical thinking and problem solving skills
• High tolerance/evolved ability to lead and manage ambiguous situations
• Excellent relationship skills
• Superior verbal, written, facility and presentation skills
• Collaboration and team leadership abilities
• Effective time and project management skills
• ITIL Foundations experience a plus (for ITO Service Delivery)
• Attendance and schedule adherence are requirements of this position
• Some travel will be required
• May require additional project-specific training