IRIS Financial Services | Service Delivery Manager
Since January 2011
Ø Manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved
Ø Manage a Service Delivery team and be responsible for career development and appraisals of local direct reports
Ø Responsible for the billability, chargeability and productivity of his team
Ø Definition of SLA / KPI (SLA’S) related to contracted projects/services
Ø Ensures SLA’s / KPI’s are achieved and client expectations are met (exceeded).
Ø Build relationships with clients
Ø Ensures quality and profitable services are performed
Ø Ensures that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery
Ø Provides reports including management and account performance reports
Ø Manages revenue income at least on a monthly basis and provides complete reports to Management