Service Delivery Manager (Hosting Management)

Job Description

Key Responsibilities:

• Accountable for managing the delivery of contracted outsourced services for HROs accounts including facility updates, information technology infrastructure, recruitment and payroll.
• Primary point of contact regarding overall and day to day service delivery acting as referral point for client issues, escalations and complaints.
• Provide full support to HRO accounts in areas of agreements and contract ensuring high level of service quality deliverables.
• Resolve Daily issues of a complex scope that impact the business and overall business objectives.
• Liaison with concerned teams/support teams to ensure smooth and immediate response and communication as needed.
• Works with and drives forward improvements within the managed teams and produce recommendations for service improvements.
• Builds and maintains strong client relationship keeping a running client engagement activities; meetings, calibrations and sharing client feedbacks.
• Ensure appropriate metrics and trends are collected, analyzed and delivered to management to ensure continuous improvement of service delivery.
• Demonstrate and develop an understanding of customer and business needs