Entersekt is hiring a Service Delivery Manager (US)

About the Role

Role details below.

Responsibilities

• Serve as the primary point of contact for clients, ensuring that their expectations align with service offerings.
• Conduct regular service reviews with clients to discuss product performance, identify areas for improvement, and address any concerns.
• Monitor client satisfaction metrics, handle complaints, and proactively address issues to enhance the overall client experience.
• Develop and track that all services meet agreed SLAs and key performance indicators (KPIs), reporting any deviations to clients and management.
• Identify opportunities for process improvements and implement changes to enhance service delivery quality.
• Regularly monitor, analyse, and report on service delivery metrics, identifying trends or issues that may impact service quality.
• Drive and contribute in compliance requirements and questionnaires raised by clients with regards to the Product offering.
• Support contract renewals, negotiating service terms to meet both the business and the client needs.
• Coordinate and oversee the resolution of incidents, ensuring timely response and effective communication with clients.
• Coordinate and oversee incident review sessions with internal teams.
• Set out clear improvement plans to avoid future recurrence.
• Discuss the detailed RCA with clients to ensure alignment with relevant feedback.
• Lead response efforts during service disruptions, maintaining client communication and coordinating with technical teams to restore normal operations.
• Liaise with business, product and development stakeholders to ensure smooth client product rollouts and track performance.
• Oversee the implementation of product updates or service changes (hosted or client on-prem), managing client communication and post-implementation support.
• Act as an escalation point for complex technical issues, coordinating with engineering and hosting teams to ensure timely resolution.
• Develop and document service delivery processes, ensuring they are efficient, scalable, and aligned with best practices.
• Create and maintain SOPs to ensure consistency in how services are delivered and to facilitate training for team members.
• Identify areas for automation within the service delivery realm to increase efficiency and reduce manual effort.
• Provide regular updates to senior management on service delivery performance, issues / risks, and improvement initiatives.
• Design and scope dashboards and reports that highlight key service metrics for internal and external stakeholders.
• For new implementations or upgrades, regularly update stakeholders on progress, risks, and issues to ensure timely delivery.
• Ensure smooth transition of projects into the wider operations team by adopting the standard way o