Service Delivery Manager

At Optimiza, we are looking for a dedicated Service Delivery Manager to lead and manage our service delivery teams, ensuring the highest quality of service is consistently provided to our clients. The ideal candidate will act as the key liaison between clients and internal teams, driving service excellence and fostering long-term relationships. This role requires a proactive approach to problem-solving, excellent leadership skills, and a thorough understanding of service delivery processes.

Responsibilities

• Oversee and manage the end-to-end service delivery lifecycle, ensuring adherence to SLAs and client expectations.
• Build strong client relationships to ensure satisfaction and retention.
• Coordinate with cross-functional teams to deliver seamless services that meet business needs.
• Identify areas for process improvement and implement best practices to enhance service quality.
• Monitor service performance metrics and provide regular reports to stakeholders.
• Lead, mentor, and develop service delivery teams to achieve operational excellence.
• Manage budgets and resource allocation related to service delivery.
• Bachelor’s degree in Business, IT, or a related field.
• Minimum 7 years of experience in service delivery management or related roles, preferably in IT or technology industries.
• Strong understanding of IT service management frameworks such as ITIL.
• Proven leadership and team management skills.
• Excellent communication and client relationship management abilities.
• Experience with process improvement methodologies and tools.
• Ability to manage budgets and optimize resource allocation.
• Relevant certifications like ITIL Foundation or higher are a plus.
• Class A Health Insurance