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S

Service Delivery Manager

svjdnwzkulao5hqo7t0ifgvj8s71sf01d7dtgdstyhdixakxt6ty85zljsdyhgz2 · 30+ days ago

WestPoint, PA, US

$97k+
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Full-time

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Atleast 5-6 years of experience in managing the service delivery.
Relevant Experience in Pharma / Manufacturing domain is preferred.
Lead and inspire a team of Technical consultants in the delivery of critical solutions to our clients.
Key responsibilities include day-to-day hands-on management of AMS delivery team, client specific SLA metrics and KPIs, and day-to-day process management.
Understand, manage and balance customer priorities with consultant's workload.
Responsible for leading cross-functional/technical issue resolution and coordination within the AMS team, escalating as necessary.
Process Management
Interact with client regularly to build relationships and ensure customer satisfaction through Quality & Service Value.
Work with client to identify enhancement and project opportunities.
Work with, review, and provide recommendations to continuously improve core AMS processes.
Ensure AMS team adherence to client based metrics and KPIs.
Manage team towards process compliance.
Manage implementation of process improvements within AMS team.
Mentor AMS team to continuously improve.
Perform reviews of major incidents, major problems, and/or changes, as per assigned processes.
Ensure service failures are recorded and managed according to agreed procedures.
Ensure that service is restored at the earliest appropriate opportunity.
Escalate support issues to AMS management.
Ensure escalation procedures are invoked as necessary.
Service Management
Develop prevention strategies based on tracking and trending analysis.
Provides AMS team with feedback and corrective action on SLA performance.
Provides effective training and support.
Performs other duties as assigned.
Operations Support
Identify areas for customer education and training activities.
Coordinates AMS team activities, manages customer expectations, and reviews resource feedback.
Assists in the development of quality assurance standards, procedures, documentation and controls for AMS operation.
Provides information that allows support processes to be optimized, incidents to be reduced, and management planning to be executed.
Recommends changes in operation of AMS to respond to changing customer requirements/expectations and to improve management of customer service issues.
Assists with other departmental activities as required in maintaining client SLAs.
Motivates and guides team members to continuously improve performance deliverables, identifies training or skill set needs, and addresses with AMS team and management as applicable. •

Last updated on Aug 11, 2022

About the company

S

svjdnwzkulao5hqo7t0ifgvj8s71sf01d7dtgdstyhdixakxt6ty85zljsdyhgz2

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