Service Delivery Manager II

Nivel cariera

Senior (5-10 ani)

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Ideal Candidate:

  • Familiar with and proficient in use of Microsoft Excel, computer literate;
  • Fluency in English (oral and written);
  • At least 2 years experience in the field of sales.

General Information

The Service Delivery Manager is responsible for the overall quality of service delivery of an implementation/ongoing client.


Primary Duties and Responsibilities

May perform one or more of the following:

  • Support the fulfillment of the company vision for prompt and professional client services through motivation and leadership;
  • Oversee the day-to-day implementation and operational aspects of the client relationship;
  • Develop strategy needed to achieve agreed upon service levels;
  • Manage the setup and delivery of services;
  • Work with the client to manage priorities and expectations;
  • Manage the requirements definition process and ensure that system specifications accurately reflect client requirements;
  • Build effective liaisons to manage the transition from implementation to ongoing client delivery;
  • Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery;
  • Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise;
  • Manage finances for the account, including invoice creation, timely receipt of client payments, and other P&L responsibilities;
  • Lead diverse portfolios in multiple geographies to achieve business results and organizational objectives;
  • Responsible for P&L results in order to achieve organizational targets;
  • Assess, identify and evaluate current state of the business to set the pace and direction of business strategic opportunities;
  • Pro-actively identify, define and solve the most complex problems that impact direction of the business;
  • Consult in negotiations with sales teams and execution of client contracts to grow organizational portfolio;
  • Ensure to meet organizational expectations of overall multiple accounts performance and client relationship effectiveness;
  • Inspire people and teams to optimize career growth, employee engagement and performance;
  • Ensure continues improvement on targeted performance measures and KPIs in order to facilitate key business objectives;
  • Ensure governance in their specific organization;
  • Ability to foster and develop a sales culture across the assigned sites.



The Service Delivery Manager:

  • Establishes operational objectives and work plans, and delegates assignments to individual contributors or subordinate managers;
  • Establishes senior management reviews objectives to determine success of operation;
  • Is involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.

Job complexity

The Service Delivery Manager:

  • Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives;
  • Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results;
  • Establishes and assures adherence to budget, schedules, work plans, and performance requirements.


The Service Delivery Manager:

  • Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers;
  • Manages activates of a department(s) through individual contributors or subordinate managerSubordinate managers exercise full supervision in terms of costs, methods and staffing.

Company Overview

Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the . healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world. Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both our clients and their constituents.

Learn more at .