Service Delivery Manager

**WHY**

Soprano helps the world engage and interact by developing award winning, innovative solutions and delivering them in partnership in 13 different countries around the world. The Soprano Customer Service team has one goal in mind - delighting our customer’s in every single interaction. Our world-class team of service professionals work around the clock to ensure our customer get the very highest level of service each and every time.

**JOB** **DESCRIPTION**

The key responsibilities of the Service Delivery Manager (SDM) is governance across all areas of services including service management, incident and change management, service level agreements, continual service improvements and ability to deliver services that exceed and deliver customer delight as well as playing a key role in ensuring the highest quality level of operational service delivery.

**KEY RESPONSIBILITIES**
- Accountable for maintenance of agreed service level agreements (SLA’s).
- Responsible for the development and implementation of action plans to address deficiencies in the support process.
- Act as the primary service escalation contact for the customer ensuring that such issues are owned and resolved to the customer’s satisfaction. This will require coverage out of business hours.
- Prepare incident reports (IR) and root cause analysis (RCA) reports as well as liaise with customers by ensuring any identified and agreed corrective actions are implemented by the agreed due dates.
- Review aged tickets and ensure measures are in place to address and meet defined KPI’s.
- Act as the trusted advisor to the customers/partners at all times, driving any raised issues or requests to closure and thereby ensure the highest level of customer satisfaction.
- Proactively follow up with internal teams to address service delivery or support matters that are not meeting customer’s expectations.
- Service Governance and Reporting including conducting regular service review meetings with key customers/partners.
- Support in delivering projects (internal or external) as directed by your manager.
- Lead and mentor the Americas customer services team.
- Ensure that co-workers are treated respectfully and without any form of discrimination, harassment or victimisation.
- Ensure your everyday performance and behavior aligns to our company values “Respect, Collaborate, Strive and Innovate”
- Ensure you are aware of yours and your team’s (if any) responsibilities in relation to Soprano policies and that all requirements of these policies are met as it relates to you and your team’s (if any) role.
- Take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself and others in the workplace.

**_ Soprano may vary these duties and responsibilities from time to time or assign you additional duties and responsibilities._**

**SKILLS** & EXPERIENCE**
- Bachelor degree, or similar, technical learning skills accumulated from the workplace.
- Minimum of five years of previous experience in a customer-focused IT Service Delivery role.
- Minimum of two years or previous experience in effectively managing a team.
- Demonstrated experience with delivering services to enterprise customers.
- In-depth knowledge of service management practices & ITIL.
- A confident communicator that can demonstrate close attention to detail that delivers outcomes to customers and business.
- Effective in facilitating meetings both internal and externally with customers to foster collaboration and deliver on meeting objectives
- Proven ability to work creatively and analytically in a problem-solving environment.
- Self-motivated - personal drive and enthusiasm to continually improve and provide the best in all situations and able to readily embrace change.
- Clearly demonstrates capacity and capability to lead and manage the team to achieve the agreed targets.
- Clearly demonstrates positive behaviour and attitude which contributes towards achieving and supporting the departmental, company and operational objectives.
- Confidence to accomplish job requirements and positively welcomes feedback for continuous improvement.
- Reliable and punctual with a proactive & professional attitude.
- Able to demonstrate initiative and ownership.

Soprano Design is entering an exciting phase of growth and we would love to explore whether your skills and career aspirations align with the opportunities ahead.

**Notes**:

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