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Service Delivery Manager (SDM)

Service Delivery Manager (SDM)

Job Description

CBTS is currently searching for an IT Service Management Manager responsible for the operational service delivery to our clients; ensuring cohesive, high quality services are delivered. Activities include maintaining client satisfaction, achieving SLA, managing the SDM teams, implementing and improving the roles/responsibilities, standard processes and tools driving operational efficiencies, and meeting all operational and financial commitments.
The SDM Lead will bring and instill a 'can do' approach to delivery, on a 24 x7 basis across all locations, while also helping to ensure scope and processes are also managed appropriately.

The SDM will be responsible for maintaining relationships with the onsite client engagement teams, serving as an escalation point for engagement teams, and helping to grow business for the NADC.

Key Responsibilities:

Internal single point of contact for CBTS services and all client engagement teams

Provide single point to senior management and escalation for any client delivery issues

Provide detailed overall client status and health using monthly summary KPI RAG status report/dashboard, highlighting any potential or current service issues identifying the appropriate actions to resolve

Ensure all services are managed effectively including
Client satisfaction, Operational finance reporting, SLA performance, Risk management, Compliance, Security and Availability management

Build detailed knowledge of the skills and levels of ability required to deliver client services
ensure the resourcing of the service meets these, mitigating risks with the appropriate area

Ensure compliance to Change, Incident, Escalation and Problem Management across the client base

Quickly identify/recognize the business impact of client service quality issues and ensure
resolution is managed to customer satisfaction

Ensure all client services integrity is maintained through appropriate logical and physical security controls, demonstrating regular audit control

Ensure Provision of
regular agreed updates on service issues to the DC Lead, management team and client base

Oversee capacity management and reporting across the client services - ensure no surprises due to growth of data, network traffic or usage

Ensure sufficient knowledge, process and handovers completed to ensure effective coverage of services

Ensure Recoverability targets are met

Manage the "factory" to deliver agreed scope of services while achieving profitability improvements and productivity gains

Ensure the feasibility of the standard solutions delivery

Address performance issues across the Service Delivery Operations, create the operational approach and implement continuous improvement

Manage supply and demand, service quality, and processes to meet delivery expectations

Participate in service review process

Regularly review/update OLAs, and document/submit changes orders for scope changes

Proactively improve client and customer relationships across the SDM client base

Support the achievement of cost-to-serve targets

Achieve year over year efficiencies in conjunction with the delivery service providers

Responsible for people management of Service Delivery Management/Service Mgt Coordinator staff (e.g. training, engagement, mentoring, succession planning, annual process)

Manage recruiting, staffing, pyramid, mix, utilization, cost-to-serve, and capacity of service delivery staff to optimize balance between cost and delivery targets

Deliver efficiencies through standard processes

Formalize delivery plans for the client base and present to leadership

Identify and fully support New Business opportunities, support sales opportunities and validate expected delivery capability; with a focus on upsell and growth targets

May participate in the development of standard costing of new services/contracts and sign off on commitment to proposed SLAs

Financial forecasting for resources and recovery for CBTS clients


Basic Qualifications:

Minimum 8 years in the IT field

Minimum 6 years in IT Operations

Minimum 5 years??? experience leading/coordinating and motivating group of technical operations staff

Minimum 6 years with client relationship management

Minimum 6 years in a customer service role

Minimum 3 year working with exposure to the following technologies:


System administration (Windows/Unix/Linux)




Database Administration

Minimum 4 years managing budget/recovery of a cost center environment

Additional Preferred Skill Requirements:

Basic knowledge of the following technologies:


Database administration


Systems management/monitoring


Enterprise backup infrastructure


SAN Storage




Service Desk capability

ITIL v3 Training

Experience developing operational processes around specific delivery requirements

Bachelor???s degree or equivalent work experience

Budget and finance management experience

Proven ability to work independently and as a team member

Good communication (written and oral) and interpersonal skills

Good organizational, multi-tasking, and time-management skills

Good leadership skills

Excellent Customer Relationship management skills

Strong analytical and problem-solving skills

Good financial management skills

Job Requirements


Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience At least 1 year(s)
Manages Others No
Industry Telecommunications
Required Travel Not Specified
Job ID BHJOB2876_5770
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Service Delivery Manager (SDM)

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