Service Delivery Manager
leader Investment Group
Total years of experience :7 years, 9 Months
Directly engage with Delivery Field Personnel to obtain schedule data and progress updates and plan workload forecasting
- Translate customer requirements into data and business analytics solutions
- Produce reports for communication and progress to the Service Delivery Centre (SDC) Team, raising any risks and issues as they arise
- Responsible for implementation of BI solutions and development/maintenance of Qlik Sense and PowerBI reports and dashboards.
- Define Key Performance Indicators (KPIs), monitor and improve the performance of the process, driving efficiencies through automation and digitalization.
- Proactively identify, and provide recommendations, to address both blockers and improvement opportunities
- Be accountable for the overall quality of the process and oversees the management of and organizational compliance to the process policies, procedures, workflows, and use of the tools/technologies associated with the process.
Coordinating with cross discipline team members to make sure that all parties are on track with project requirements, deadlines, and schedules.
• Meeting with project team members to identify and resolve issues.
• Submitting project deliverables and ensuring that they adhere to quality standards.
• Preparing status reports by gathering, analyzing and summarizing relevant information.
• Establishing effective project communication plans and ensuring their execution.
• Facilitating change requests to ensure that all parties are informed of the impacts on schedule and budget.
• Coordinating the development of user manuals, training materials and other documents as needed to enable successful implementation and turnover of the process or system to the clients.
• Identifying and developing new opportunities with clients.
• Obtaining customer acceptance of project deliverables.
• Managing customer satisfaction within project transition period.
• Conducting post project evaluation and identifying successful and unsuccessful project elements.
Own the design, development, testing, and ongoing management of processes and technologies
- Manage developers, testers, and technical support resources
- Identify innovation opportunities and develop use cases
- Gather and define technical and functional requirements
- Conduct solution fit-gap analyses as part of deployment assessment
- Develop hypotheses and conduct experiments
- Act as point of contact to internal and external clients for any solutioning and pre-mounting matters and necessary follow-up action
- Work with the business, product, and engineering leadership to identify and define improvement - opportunities, performance fixes or future roadmap planning.
- Work with Solution Architects to review, analyze, refine, and prioritize business initiatives.
- Coordinate and communicate with Product Managers and Product Owners regarding product development and implementation.
- Provide feedback and approval for change management documentation (training materials, job aids, etc.) and help lead Train-the-Trainer workshops
Information and Communication Technology