Service Delivery Manager

Job description

ABOUT THE JOB

• Oversee project P&L and project costs.


• Manage service delivery for assigned projects, ensuring smooth operations.


• Monitor consultant attendance, ticket registration, follow-up, and escalation handling.


• Implement and maintain knowledge management practices.


• Track project KPIs including volume, SLA, and other key metrics; initiate action plans to maintain committed KPI levels.


• Conduct project reviews and ensure follow-up action plans are executed.


• Manage internal onsite support resources, including attrition monitoring and participation in the recruitment process.


• Coordinate with vendors to fulfill project resource requirements; monitor subcontractor performance and drive improvement.


• Lead team members through performance reviews, coaching, skill matrix development, and...