Job Summary: As a Service Delivery Manager at SingleClic, you will be responsible for overseeing the successful delivery of software services to our clients. You will work closely with both clients and internal teams to ensure customer satisfaction, project success, and compliance with service level agreements (SLAs).
Key Responsibilities:
- Client Relationship Management:
- Develop and maintain strong client relationships.
- Act as the primary point of contact for clients, addressing their concerns and ensuring their needs are met.
- Regularly communicate with clients to gather feedback, provide updates, and manage expectations.
- Service Delivery Coordination:
- Collaborate with project managers, development teams, and other internal stakeholders to ensure timely and high-quality service delivery.
- Monitor project progress and make necessary adjustments to meet client requirements and project deadlines.
- Create and maintain project plans and schedules.
- SLA Management:
- Define, establish, and monitor service level agreements (SLAs) for client projects.
- Ensure that SLAs are met and take corrective action when necessary to meet performance standards.
- Issue Resolution:
- Identify and resolve issues that may impact service delivery or client satisfaction.
- Escalate and manage critical issues in a timely manner.
- Performance Reporting:
- Prepare and deliver regular reports to clients on project status, key performance indicators (KPIs), and any relevant metrics.
- Provide insights and recommendations for improvement based on the data.
- Resource Management:
- Allocate resources, including team members and equipment, to ensure project success.
- Manage project budgets and expenses.
- Quality Assurance:
- Ensure that the services delivered meet quality standards and adhere to best practices in software development and project management.
- Risk Management:
- Identify and mitigate risks that could affect project delivery or client satisfaction.
