Service Delivery Manager

Introduction:

The candidate has extensive experience in service management, sales incentives, and business operations, with a proven ability to lead and optimize cross-functional teams. In their current role, they manage and optimize the Sales Incentive Plans (SIP), ensuring alignment with organizational goals, accurate data preparation, and compliance with SIP frameworks. They work closely with regional teams, finance, and payroll departments to enhance the accuracy and efficiency of incentive processes, resolving issues promptly and providing operational support. They continuously analyze data to optimize incentive plans and drive sales performance. Previously, the candidate led a Service Management team, where they were accountable for managing various service processes and delivery across multiple teams and service providers. They were responsible for bridging gaps during major incidents, facilitating service recovery, and ensuring compliance with service delivery standards. The candidate also managed a large technical team, overseeing incident handling, customer escalations, and adherence to SLAs. They developed and executed service improvement plans and worked closely with senior management to report on service performance and implement corrective actions. Additionally, the candidate has experience in managing a high-performing team of support analysts, ensuring that SLAs were met, conducting audits, and continuously improving processes. They have also overseen the preparation of reports, presentations, and manuals, and worked directly with clients to maintain strong relationships and ensure customer satisfaction. Their leadership has consistently resulted in the improvement of service quality, customer satisfaction, and operational efficiency across various service delivery teams.

Responsibilities:

• Sales Incentive Plan (SIP) Management: Designed and implemented Business Group Sales Incentive Plans aligned with organizational goals, optimizing the plans through data-driven insights to drive sales performance.
• Data Preparation & Reporting: Collaborated with regional teams to gather and prepare essential data for SIP, ensuring accurate baseline and quota calculations, and providing comprehensive reports to stakeholders.
• Compliance & Stakeholder Engagement: Maintained full visibility of SIP design compliance, working closely with regional business and functional stakeholders to ensure engagement and smooth execution of action plans.
• Accruals and Payments: Partnered with finance and payroll departments to ensure the accuracy of accruals and payments, minimizing discrepancies and ensuring timely compensation.
• Incident Management & Service Delivery: Led a service management team, ensuring the integrated management of service delivery processes across service providers and bridging gaps during major incidents to ensure rapid recovery.
• Process Improvement: Facilitated continual service improvement by analyzing incident reviews, conducting SOP audits, and implementing corrective actions to enhance service quality and customer satisfaction.
• Team Leadership & Supervision: Managed and supervised large technical teams (over 40 individuals), ensuring workload management, adherence to SLAs, and the achievement of service delivery goals.
• Customer Relationship Management: Developed and maintained strong professional relationships with customers through regular meetings, steering committees, and direct communication, addressing escalations and ensuring satisfaction.
• Performance Monitoring & Reporting: Provided input and created KPI reports, ensuring that performance and service quality meet contractual SLAs and organizational expectations.
• Action Plan Development: Developed action plans and Root Cause Analyses (RCAs) to address service issues and improve operational efficiency, preventing defects and optimizing processes.
• Service Delivery Coordination: Managed the delivery of services according to contractual commitments, ensuring that incidents, service requests, changes, and problems were handled in a timely and effective manner.
• Defect Prevention & Quality Control: Led efforts to prevent defects within the team, creating statistics and reports on service quality, individual performance, and proposing solutions to improve SLAs.
• Operational Support: Provided day-to-day operational support, troubleshooting issues, and ensuring that service delivery runs smoothly, while continually improving operational processes.
• Escalation Management: Acted as the interface between service delivery managers and clients, managing escalations and exceptions from both internal and external customers.
• Back Office Administration: Provided administrative support, including preparing reports, presentations, and manuals to document processes and track performance.
• Service Improvement & Reporting: Developed and executed action plans for service improvement, ensuring high levels of quality and customer satisfaction, and reported on progress to senior management.
• Process Awareness & Training: Led efforts to raise awareness of ISM (Integrated Service Management) processes, providing education and training to delivery teams to enhance process understanding and efficiency.
• Database & Access Management: Managed database updates and access rights modifications, ensuring that all changes were accurately recorded and compliant with internal procedures.
• SLA Reporting: Managed SLA performance and reported results to senior management, proposing corrective actions when necessary to maintain or improve service delivery standards.
• Proactive Issue Resolution: Actively identified issues within processes and implemented solutions to improve service delivery and meet contractual obligations.