Service Delivery Manager II

at  Stefanini Inc

SUCCESS CRITERIA

• Exceeds the customer"s expectations in terms of quality, SLA achievements, client satisfaction and innovation
• Establishes and maintains working relationships with various internal entities to create a comprehensive, well designed, sustainable set of key deliverables ( including targeted research personal coaching sessions, scripted analyst sessions, involvement with appropriate events etc. )
• Key Metrics: Profitability targets, Client Satisfaction, SLA achievement, Safety KRA"s

ADDITIONAL NOTES:

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.

SKILLS, LICENSES, KNOWLEDGE, EDUCATION AND TRAINING REQUIREMENTS:

• Bachelor"s degree or four year equivalent preferred
• Ideally a minimum of 5 years experience working in IT management role or some combination of 5 years in IT operations and account management
• In-depth understanding of IT industry dynamics
• Account management experience, such as client management, budgeting, forecasting, profit/loss
• In depth understanding of the business value of IT and the alignment of Business and IT strategies
• Excellent relationship skills
• Critical thinking and problem solving 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)
• Some travel may be required

• Transforms client direction into a strategy to create and deliver services and solutions based on established global internal corporate strategies as well as capable to execute a customized services plan.
• Contributes significantly to the customer through experiences, thoughts and findings.
• Responsible for the establishment, implementation maintenance and continual improvement of the health and safety management system.
• Leads the client services team"s accountability for the continuing developments of customer programs through his or her field knowledge and interactions with the customers
• Accountable for client satisfaction
• Accountable for mentor and lead the Australian Delivery team
• Accountable for Employee satisfaction, & Health and Safety
• Accountable for Profit and Loss, budgeting and forecasting
• Act as Single Point of Contact (SPOC) for client(s)
• Provide leadership, direction and coach/mentor team
• Implement, monitor and adhere to Best Practices
• Implement process improvements
• Manage to Scope of Work and Change of Scopes
• Assist with new launches or new business with client(s)
• Assist with invoicing