Service Delivery Manager

OSF Digital is a top digital transformation specialist and leading global commerce solutions company. With expertise in enterprise connected commerce, omnichannel integrations, internationalisation, and commerce optimisation, we help brands seamlessly navigate through their entire digital transformation journey.

OSF Digital is a certified and award-winning Salesforce partner, experienced in commerce, not just ecommerce. It has the capability to deliver projects for multi-brand businesses on a global scale. With a dedication to continuous innovation, they have developed numerous cutting-edge products and solutions designed to enhance and simplify the digital transformation journey for brands worldwide.

The Service Delivery Manager within OSF Digital is responsible for overseeing the delivery of services to clients, ensuring that service levels meet or exceed expectations and align with contractual agreements. This role involves managing service delivery teams, developing service strategies, and maintaining strong client relationships.

This role plays a crucial role in overseeing the administrative aspects of the operation. This includes monitoring hours, handling invoicing, and allocating tasks to the team. Additionally, the SDM closely monitors operational performance indicators and takes proactive steps to enhance the maturity of the service.

Responsibilities

• Develop and implement service management strategies and plans to ensure the delivery of high-quality services to clients.
• Oversee service delivery teams, providing leadership, guidance, and support to ensure effective performance and client satisfaction.
• Monitor service delivery processes and performance metrics to identify areas for improvement and implement changes as needed.
• Collaborate with clients to understand their service needs, expectations, and feedback, and adjust service delivery accordingly.
• Ensure that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
• Manage and resolve any service delivery issues or escalations, ensuring timely and effective solutions.
• Work closely with project managers, technical teams, and other stakeholders to align service delivery with broader project goals and company objectives.
• Develop and maintain strong client relationships, acting as a primary point of contact for service-related inquiries and discussions.
• Contribute to the continuous improvement of service management practices, tools, and technologies.
• Prepare and present service delivery reports and updates to senior management and clients.

Requirements

Competencies

• Service Management Expertise: Demonstrated ability to oversee and improve service delivery to meet client needs and contractual obligations.
• Leadership: Proven leadership skills in managing service delivery teams and fostering a culture of excellence and client focus.
• Client Relationship Management: Strong ability to build and maintain positive client relationships, ensuring high levels of satisfaction and retention.
• Process Improvement: Commitment to continuous improvement of service delivery processes and performance metrics.
• Communication: Excellent communication skills to effectively liaise with clients, team members, and stakeholders.
• Strategic Alignment: Ability to align service delivery strategies with business objectives and project goals.

Skill Set

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• ITIL certification or other relevant service management qualifications are highly desirable.
• Salesforce Experience: Knowledge of Salesforce products, including Sales Cloud, Service Cloud etc.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities to effectively manage client relationships and team dynamics.
• Ability to analyze service delivery processes and performance data to drive improvements.
• Problem-solving skills to address service delivery challenges and escalations.
• Proficiency in service management tools and software.
• Solid knowledge of processes and procedures.

We are a rapidly growing team of diverse individuals passionate about performance, technology, and customer satisfaction. We are a work-from-anywhere company wherein most of our staff globally work remotely! What matters to us is not “where” you work, but “what” you deliver! OSF Digital places a key emphasis on work-life balance, employee satisfaction, and we strive to create a company culture that is innovative and open while empowering individuals to contribute in ways that positively impact us all.

As a Salesforce Platinum Partner, we offer cutting-edge projects with a global impact. Gain expertise in diverse cloud platforms, including AI, and make a significant difference to clients. OSF Digital ANZ is proud to be a Great Place to Work-Certified™ company, and as we are widening our reach in the Global Market, we are aggressively expanding our Philippine Team! Enjoy a flexible work environment with remote options, flexible hours, and a positive, supportive company culture. We prioritize work-life balance and well-being initiatives.

Your professional growth and recognition matter to us. Access training, certifications, and career advancement opportunities in our diverse and inclusive workplace. Be valued through bonuses, awards, and recognition for your contributions.

OSF Digital is proud to be an equal opportunity employer, where you can bring your whole self to work. Join an inclusive and passionate community of professionals who help bring about digital transformation for businesses around the world. At OSF Digital, we welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, color, religion, national origin, marital status, or any other protected category in any of the jurisdictions in which we conduct business.