The service delivery manager role supervises tasks that are associated with the daily operation of the service delivery team, the continual development of the service delivery function, and troubleshooting issues.

Roles and Responsibilities

  • Managing day-to-day activities
  • Managing staff
  • Producing staffing rosters
  • Managing the service delivery Primary Engineers and Help Desk Engineers
  • Carrying out staff appraisals
  • Producing and maintaining staff training plans
  • Recruiting new staff
  • Providing advice and guidance to customers and service delivery Primary Engineers and Help Desk Engineers.
  • Producing statistics and management reports
  • Representing the service delivery team at meetings
  • Maintaining the processes used within the service delivery team
  • Developing new functions and processes
  • Creating a service culture within the service desk
  • Running awareness programs and campaigns to publicize the service desk and the services provided
  • Developing processes and agreeing interfaces to others
  • Liaising with incident and problem management processes regarding any changes in coding systems
  • Liaising with senior management
  • Liaising with change management
  • Planning the take-on of new services and workloads
  • Providing input to SLA negotiations and reviews
  • Working with others to ensure the availability and continuity of the service desk function
  • Working with capacity management to ensures that sufficient capacity exists in order for the service desk function to meet service targets
  • Defining and implementing new or improved working practices
  • Troubleshooting issues
  • Listening and responding to instances of dissatisfaction
  • Liaising with customers and service level managers where service targets have not been met
  • Discussing and liaising where incident or problem escalation is felt necessary
  • Representing customer issues within the support organisation.
  • Ensuring that staffing and skill levels are maintained throughout operational hours
  • Undertaking HR activities as needed
  • Acting as an escalation point where difficult or controversial calls are received
  • Arranging staff training and awareness sessions
  • Performing briefings to service desk staff on changes or deployments that may affect volumes for the service delivery teams
  • Assisting analysts in providing first line support when workloads are high or where additional experience is required