Service Delivery Manager
About The Position
The Service Delivery Manager will be responsible for gathering and understanding customer requirements and SLAs, communicating them to Ratings Services owners regularly. This role involves reporting on service quality through frequent dialogues and connecting with Ratings Technology and Business stakeholders. The manager will address escalations and drive service improvements through strategic initiatives. Additionally, they will review, plan, and communicate projects that may impact end-user service delivery. When necessary, the role requires assisting in capturing details and ensuring proper closure of incidents and problem tasks. The Service Delivery Manager will also provide periodic major incident metrics reports to stakeholders. The goal is for the Service Delivery Manager to work collaboratively with internal stakeholders, customers, and value stream leads.
Requirements
- Experience in effective stakeholder management, dealing with multiple stakeholders at varied levels of the organization – subject matter experts, functional leads, departmental heads, executives
Responsibilities
- Gathering and understanding customer requirements/SLA’s and communicating to Ratings Services owners in a regular interval
- Reporting Service quality through frequent dialogues and connect with Ratings Technology and Business stakeholders through feedforward control
- Addressing escalations and improving the services through strategical initiatives
- Reviewing, planning, and communicating projects/services that may impact delivery of services to end users
- When necessary, assist in capturing right details and actions with proper closure of incidents / problem tasks
- Providing periodic major incident metrics reports to the stakeholders
- Management of BAU activities, changes and project work across global locations related to Rating Services and Corporate Services where applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
