Job Description

The Service Delivery Manager (DFS) plays a critical role in overseeing the profitability and operational excellence of service engagements. This position is responsible for managing escalations, ensuring compliance with service agreements, and driving continuous improvement initiatives. The role also emphasizes team development and customer satisfaction, making it essential for achieving the organization’s strategic objectives.

Key Responsibilities

  1. Implement Process Improvement Initiatives by leveraging Lean IT methodologies and automation tools to enhance operational efficiency and minimize human error in service delivery.
  2. Plan and execute program and delivery management strategies, ensuring that project margins and deliverables align with financial targets as outlined in the Statement of Work (SOW).
  3. Lead and mentor the Service Delivery Team, fostering an environment of engagement and professional development to improve employee retent...

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