Service Delivery Manager
A Service Delivery Manager (SDM) supports the function which owns and manages all IT services and is essentially responsible to ensure a refined service delivery process. He works closely with suppliers, partners and internal teams like IT service quality team and IT technical manager to monitor, manage and ensure continuous improvement of IT services. Service Delivery Managers usually work as senior level management within an organization and provide functional, technical or process leadership. They work mostly on industries like information technology, computer hardware and software, telecommunications, shipping etc and ensure the best service levels to customers.The IT industrial revolution will focus on the customer, services and automation and service management will always be in need of SDMs who are the front line of IT Service management in an organization. The career involves interacting with several people and hence having strong communication and interpersonal skills is crucial to achieving the job objectives.Some of the tasks performed by SDMs are:
- Planning and monitoring the delivery of services
- Coordination for planned and change management and operations
- Builds and sustain effective communications with customers and aim for maximum customer satisfaction
- Assist sales team in establishing Service agreements
- Monitor and report on service performance
- Contribute towards service delivery failures and work towards remedial actions
- Maintain effective relationships with both commercial and non-commercial parties
Salaries and Job Outlook*
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A majority of organizations have adopted IT service management practices (ITSM) to manage business and technological change in order to deliver customer outcomes faster, cheaper and at higher quality. There is a constant pressure for employers to increase productivity while reducing costs and the key to meet these challenges is efficient service management. The need to hire SDMs to enable process improvement and customer satisfaction will therefore be high.Salaries and compensation differ by industry, company, work experience and benefits. On an average, SDMs salaries range in between INR 10.0 lacs p.a to 12.0 lacs p.a
Education and Training
Service Delivery Managers usually require a bachelor's degree in a business-related field. Most IT Service Managers have a professional qualification in ITIL (IT Infrastructure Library) commonly used in service delivery management. A prior experience from a variety of areas including help desk, service desk, change management or operations can be useful for IT Service managers.
Valued Traits & Abilities
Service Delivery Managers can utilize their staff management experience and move to broader IT management or Project management roles. Technical Service Delivery Managers with understanding of related technologies, project management skills and customer and vendor management abilities may also become Business Analysts.
They look into all the phases of a project namely, initiation, planning, execution, sustenance and enhancement. Their scope of work is larger than Service Delivery Managers and may also include implementing change of IT systems and business processes rather than delivery of services alone.
The Operations Manager's role differs from that of a Project Manager in areas such as budget, schedule and staff management. Budget involves overseeing all costs of the department like salaries and other overheads. He manages the day today tasks and ensures departments maintain the given schedule. He also manages staff in recruitment, on boarding and other HR activities.
They manage a portfolio of projects and try to achieve a unified common goal. Project manager's work involves dealing with an ever changing work environment and matters related to resource allocation, budget and strategic alignments. They are accountable for the delivery and outcome of the team.
- Tavant Technologies