Service Delivery Manager - IT Services
A&O IT Group · Bengaluru, Karnataka, India
- On site
- Full-time
- $95,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Manage client accounts and relationships.
- Ensure service levels and customer satisfaction.
- Oversee budgets and P&L for accounts.
- Drive business growth and explore opportunities.
- Collaborate with internal teams and partners.
About the role
Service Delivery Manager IT Services
As Service Delivery Manager (SDM), you will be the primary point of contact for all activities related to your assigned accounts. You will cultivate and maintain strong customer relationships across all levels, ensuring that contractual service levels are met, customer satisfaction is high, and commercial objectives are achieved. This role also involves managing budgets and the Profit & Loss (P&L) for your designated accounts.
Key Responsibilities:
- Serve as the vital link between A&O IT Group and the client.
- Develop and maintain excellent customer relationships.
- Act as the primary point of contact for assigned accounts.
- Manage all aspects of the A&O IT Group portfolio relevant to contracted deliverables for each client.
- Conduct regular service reviews and service development meetings with clients.
- Expand and deepen relationships within client accounts.
- Engage and manage service partners, both domestically and internationally.
- Support leadership teams in organizational changes, divestitures, mergers, and acquisitions.
- Ensure creation and maintenance of appropriate documentation, such as contracts, Service Element Descriptions, and Change Control Notes, for assigned accounts.
- Negotiate and manage any necessary contract amendments.
- Effectively manage third-party relationships.
- Collaborate with Project/Transition management for new business implementations. Own and execute transitions for new business where deliverables and scale are appropriate.
- Undertake any other activities that enhance the service or financial performance of assigned accounts within the scope of the position's authority.
- Comply with company processes and procedures, and support audits and quality assurance processes.
Essential Skills:
- Experience in a customer-facing account management role within the IT industry, delivering high service excellence.
- Experience with IT Services.
- Educated to Degree level.
- Experience in managing 3rd parties / Supplier Management.
- Proficiency in MS Office 365 – Word, Excel, PowerPoint.
- Team player with excellent verbal and written communication skills.
- Proactive, initiative-driven, and eager to progress.
- Organized, with effective time management and task prioritization abilities.
- Flexible and adaptable to changing business demands and working environments.
About A&O IT Group:
A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. We are proud to be recognized among the Stock Exchange's Top 1000 most inspirational companies in the UK.
Our Values:
Our team is built on strong core values and a commitment to executing the basics brilliantly. If you share our passion for engagement and delighting clients, we encourage you to apply.
Key Skills/Competency:
- Service Delivery Management
- Account Management
- IT Services
- Customer Relationship Management
- Supplier Management
- Budget Management
- P&L Management
- Contract Negotiation
- Service Level Agreements (SLAs)
- IT Consulting
Skills & topics
- Service Delivery Manager
- IT Services
- Account Management
- Customer Relationship Management
- Supplier Management
- P&L Management
- IT Consulting
- Service Level Agreements
- Cyber Security
- Client Management
How to get hired
- Tailor your resume: Highlight your IT account management, service delivery, and P&L experience.
- Showcase customer focus: Emphasize your ability to build and maintain strong client relationships.
- Quantify achievements: Use data to demonstrate successful service level attainment and business growth.
- Prepare for interviews: Be ready to discuss your experience with third-party management and contract negotiation.
Technical preparation
Master MS Office 365 suite.,Understand IT service delivery frameworks.,Familiarize with SLA concepts.,Review contract management basics.
Behavioral questions
Describe a time you managed a difficult client.,How do you prioritize competing demands?,Share an experience managing third-party vendors.,How do you ensure customer satisfaction?
Frequently asked questions
- What are the key responsibilities of a Service Delivery Manager at A&O IT Group?
- As a Service Delivery Manager at A&O IT Group, you will be the primary point of contact for assigned client accounts, responsible for maintaining excellent customer relationships, ensuring contractual service levels are met, managing budgets and P&L, and driving business growth. You will also manage third-party relationships and support new business transitions.
- What essential skills are required for the Service Delivery Manager role at A&O IT Group?
- Essential skills include experience in a customer-facing IT account management role, proficiency in IT services, supplier management, and MS Office 365. Excellent communication, proactivity, organization, and adaptability are also crucial.
- What is A&O IT Group's company culture like?
- A&O IT Group is described as an award-winning, fast-growth, global IT services and cyber security consultancy that values doing the basics brilliantly. They strive to engage and delight clients.
- What does it mean to be the 'single point of contact' for assigned accounts?
- Being the single point of contact means you are the main liaison between the client and A&O IT Group. You are responsible for all communications, issue resolution, and ensuring the client's needs are met regarding the contracted services.
- Does A&O IT Group offer opportunities for career growth?
- Given A&O IT Group's status as a fast-growing global consultancy, there are likely opportunities for career progression. The role itself involves exploring and securing areas for business growth, which often aligns with professional development.