Managed Services, Senior Service Delivery Manager

Job description

Responsbilities:

• Oversee the delivery of services to clients, ensuring high levels of satisfaction.
• Manage and lead service delivery teams, providing guidance and support.
• Develop and maintain strong client relationships, acting as the primary point of contact.
• Monitor service performance metrics and implement improvements as needed.
• Ensure compliance with service level agreements (SLAs) and contractual obligations.
• Conduct regular service reviews with clients and internal stakeholders.
• Identify and mitigate risks to service delivery.
• Collaborate with other departments to resolve service-related issues.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Prepare and present service performance reports to senior management.
• Service performance reports and dashboards.
• Client satisfaction surveys and feedback reports.
• Service level agreement (SLA) compliance reports.
• Risk assessment and mitigation plans.
• Continuous improvement plans and implementation reports.
• Training and development plans for service delivery teams.

Qualficiations:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 8 years of experience in bid management, proposal development, or a related role within the managed services outsourcing industry.
• Proven experience in bid management and proposal development, preferably in the managed services industry.
• Strong understanding of the managed services market and competitive landscape.
• Ability to lead and motivate cross-functional teams.
• Strong organizational and time management skills.
• Proficiency in proposal automation tools and CRM systems.
• Proven track record of managing and winning complex bids and proposals.
• Strong understanding of bid management best practices, methodologies, and tools.
• Excellent project management and organizational skills, with the ability to manage multiple bids simultaneously.
• PMP certification highly desirable
• Exceptional written and verbal communication skills, with the ability to craft compelling proposals and presentations.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Project, CRM) and bid management software.