Responsibilities

The Service Delivery Manager will establish and satisfactorily manage client and employee expectations, providing leadership to diverse operations teams and ensuring that work is performed as expected with regular client communication on progress. They will implement personnel on-boarding, training, and service improvement activities, drive internal and client meetings covering delivery performance, and be accountable for the quality of service and performance. The role involves managing large projects or delivering the IT components of major projects to time, cost, quality, and benefits realization requirements, assimilating and managing problem-solving and opportunities recognition in the context of IT Infrastructure and/or application change solution concept, solutioning, design and deployment, and working closely with Business Development and Client Partner teams to support growth. Additionally, they will develop and maintain retention program and incentives for field employee satisfaction, work with the SMEs and stakeholders to define the roadmap for any given product, and further develop service content for Statements of Work.