A services delivery managers duties include the following:
Establish Delivery Processes
A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.
Service delivery managers oversee employees in different stages of the delivery process, even though they may not be their direct line manager. The service delivery manager holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.
Manage Customer Expectations
This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Service delivery managers typically evaluate a customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, service delivery managers conduct additional research.
Create Cost-Effective Systems
A common task for service delivery managers is to ensure that processes are efficient and cost-effective. They aim to find ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.
Service delivery managers are responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.