Service Delivery Manager

Service Delivery Manager
Service delivery manager is responsible for managing projects, fixing any reliability issues, managing SLA’s, tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients. This role requires positive relationship with clients, manage finances, meet deadlines, lead a team, stay organized, manage conflict and use creativity to find ways to make the service better.
RESPONSIBILITIES:
·         Forecasts service demand and resource needs within cost budget
·         Manages directly assigned workforce (customized service) within budget
·         Provides input on customer satisfaction needs and issues to competency development
·         2 shift coverage and alternate weekends on call responsibility
·         Determine resources needed and assign resources to workload
·         Ensure customer satisfaction by meeting the agreed SLA
·         Should be able to address the customer impact during the crisis calls.
·         Should guide the team on triage calls, incident analysis, day to day deliverables
·         Communicate clear quantified impact to customers 
SKILL SET: Experienced in Ecommerce and Delivery Management, Handling the team with multiple geographies.
YEAR OF EXPERIENCE: 10

Lugar de trabajo: Santiago, Región Metropolitana.