Principal Service Delivery Manager

Job Description

Service Managers covers the management of ongoing services to clients, ensuring that the service to the clients meets contractual requirements and service level agreements. Service Managers are also responsible for agreeing on service improvements together with the client, based on service delivery realization and deviation.

Job Description - Grade Specific

Engagement Director Operate at board level in multi site engagements. SDMs are fully responsible for providing deliverables or service to specification, within agreed cost and timescale, meeting the necessary quality standards and to customer satisfaction. SDM conduct client negotiations to agree terms for changes to the scope of the project or service, setting realistic expectations and ensuring commercial viability. SDMs manage project or service teams, plan activities and monitor progress. SDM ensure all project deliverables or services are provided using best practices and are of an appropriate quality. SDM provide factual analysis of the project or service portfolio and the teams performance and compliance to standard tools and processes.