Service Delivery Manager Job Description
A service delivery manager identifies a client’s needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. This is typically a full-time role and can be carried out in a number of different industries or organizations. Service delivery managers usually manage a team and oversee all employees within the service delivery department. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team.
Service Delivery Manager Duties and Responsibilities
The type of organization service delivery managers work for will determine the precise tasks and responsibilities they take on. Based on job listings we analyzed, a service delivery manager’s duties typically involve:
Establish Delivery Processes
A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.
Service delivery managers oversee employees in different stages of the delivery process, even though they may not be their direct line manager. The service delivery manager holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.
Manage Customer Expectations
This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Service delivery managers typically evaluate a customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, service delivery managers conduct additional research.
Create Cost-Effective Systems
A common task for service delivery managers is to ensure that processes are efficient and cost-effective. They aim to find ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.
Service delivery managers are responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.
Service Delivery Manager Skills and Qualifications
Service delivery managers are effective communicators, active listeners, and have excellent customer service skills. Typically, employers will require a bachelor’s degree in a business-related subject as well as the following abilities:
- Leadership – Service delivery managers have strong leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs well
- Communication Skills – Service delivery managers possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service
- Computer Skills – The administrative side of this role requires good computer skills to analyze data and create reports
- Teamwork – Service delivery managers need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
- Detail-Oriented – This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful
Service Delivery Manager Education and Training
The minimum requirement to become a service delivery manager is a bachelor’s degree in a business-related subject such as customer relations or retail management. If the position is an entry-level role for smaller retail outlets, the applicant may only require a two-year degree or the equivalent certification. Applicants will find that prior retail or sales experience is beneficial to their resumes, and for environment-specific roles, skills such as knowing a second language may be advantageous.
Service Delivery Manager Salary and Outlook
The median annual salary for service delivery managers is $86,000. Service delivery managers in the 10th percentile earn around $49,000 a year, while the highest paid earn close to $130,000 annually. Some companies offer packages that can reach up to $11,000 from bonus structures based on individual or group performances and profit-sharing opportunities. Commission makes up a large proportion of additional earning potential.
Level of experience has the biggest impact on the pay level for this role, along with the location. Many employers offer dental plans and medical insurance as part of their salary package. The Bureau of Labor Statistics (BLS) predicts that the growth rate for this sector is expected to decline by 3 percent through 2026.
We’ve collected some of the best resources to help you develop a career as a service delivery manager:
The Customer Service Solution – This guide by Sriram Dasu and Richard B. Chase explains how consumers perceive services and can help anyone working with clients to enhance their customer service level through understanding what factors determine customer satisfaction and the triggers behind customer behavior. The book illustrates why companies who neglect the emotional side of consumer interactions are missing out on great opportunities.
Service Operations Management: Improving Service Delivery – This market-leading book offers a comprehensive introduction to the field of service operations management. Building on the basic principles of operations management, the book examines the decisions that managers face in controlling their resources and delivering great customer service.
Purple Griffon – This IT service management company may specialize in IT services, but their resources can be applied to a host of different industries. The blog on top 10 tips for service delivery managers has some useful information to take on board, while the resources page is packed with information to utilize whatever sector the role is in.
Customer Service Strategy – At the heart of a service delivery manager’s role is customer service, and this book by Maurice Fitzgerald provides all the information required to deliver excellent customer service as well as how to put clients at the heart of a business strategy for better results.
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