What does a Service Delivery Manager do?

22.11.2019

Service delivery managers play an important role in any organization as they are in charge of keeping clients happy with the companies’ services. Learn more about their day to day responsibilities, skills needed and more!

 

The role Responsibilities Skills Background Salary

 


Service Delivery Manager Role


What does a Service Delivery Manager do?


Service Delivery, as the name suggests, is about the delivery of services to clients of a company. This is done through managing projects, correcting reliability issues, tracking progress and KPIs, managing budgets, and ensuring the proper delivery of services by professionals in charge.

The overall duty of a service delivery manager may differ based on the type of company they work for. For instance, a service delivery manager in charge of retail logistics may find themselves dealing with inventory checks and analysis of the supply chain.

On the other hand, an IT Service Delivery Manager may be responsible for troubleshooting basic technical issues, assisting with contracts, and or dealing with service agreements.

Regardless of the work industry, a service delivery manager is someone who can harbor positive and meaningful relationships with those on their team and - more importantly - with their clients.
 

Responsibilities

 
Service Delivery Manager Responsibilities


In general, the responsibilities of a Service Delivery Manager cover a wide range of applications including but not limited to:

  • Service Delivery
  • Meeting Support
  • Technical service
  • Performance and quality


As mentioned above, these services change based on the field of specialization or the industry the company belongs to.


What are the day to day tasks of a Service Delivery Manager?

  • Providing a service plan to companies that manage and aggregate all relevant services.
  • Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
  • Honing and leading improvement team for the delivery infrastructure
  • Maintaining positive relationships with customers by identifying customer needs and overseeing service delivery within the company context.
  • Managing finances and budgets.
  • Determining ways to reduce costs without sacrificing customer satisfaction.
  • Assessing customer feedback and using their expertise to establish, improve, and refine services.
  • Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

 

Hire a Service Delivery Manager for your company!   Hire Freelance Service Delivery Managers

 

Skills needed by Service Delivery Managers

 
Service Delivery Manager Skills


Service Delivery requires a certain set of skills. As a position of immense responsibility, having and developing the following skills will help greatly with your career:

 

Technical skills:

 

  • Good computer skills and the ability to use business support software.
  • Expert knowledge of ITIL disciplines
  • Managing company budget and finances
  • Ability to manage conflict and offer suitable resolutions
  • Strong customer service, project management, and quality control skills.
  • Resource planning skills
  • Experience of managing 3rd parties and 3rd party delivered services
  • Conflict management and resolution

 

Soft Skills:

 

  • Keen sense of time management
  • Excellent leadership and customer service skills.
  • Strong teamwork skills and attention to detail.
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility

 

Background

In general, service delivery positions often require candidates to have an appropriate business-related degree, and ideally up to 5 years experience in customer service, leadership, and logistics.

Service Delivery Managers are also expected to obtain an ITIL certification.

ITIL, aka Information Technology Infrastructure Library, refers to the best practices within the IT Service Delivery Management and is utilized globally by big organizations such as HSBC, IBM and even NASA.

Here are a few certification options to consider:

 

Looking for a new job as a Service Delivery Manager?    Browse the latest projects for Service Delivery Experts

 

Salary

How much do Service Delivery Managers make?

While individual salaries can vary depending on the size and location of the company, service delivery managers generally start their careers with an annual salary of just under $95,000. Senior managers can earn up to $155,000. On average, they earn around $125,000 a year.
 

Junior $95,000
Average $125,000
Senior $150,000


The average hourly rate for Service Delivery freelancers on Freelancermap is $154/hour. (freelancermap index November 2019)

Create your freelance profile and land new projects without any fees!

 Sign up now

More articles

  • How to Package Your Freelance Services in 4 Simple Steps

    If you’re a freelancer with a wide range of skills and abilities, it can be tricky to showcase the different services your business offers. While freelancing is growing like crazy, it’s still not a concept that everybody knows inside out. What’s an easier way to showcase your services?
  • Income satisfaction: Are IT freelancers happy with their income?

    Freelancing is on the rise - every day we hear about independent consultants, freelancers and people starting their own business. More than 60 million people in the US are now freelancing and we’ve seen a similar trend in Europe as well. But are freelancers happy?
  • How to: Make New Year’s Resolutions work for Freelancers

    With 2020 right around the corner, it’s soon to be the start of a new decade! As with every new year that comes around, we start wondering about our plans or “resolutions” for the new year. Let’s take a look at some resolutions that work for freelancers!

Comments

  • No comments available

Comment this article