SERVICE DELIVERY MANAGER

Position Description.
Would you like to join the team working on world leading product? Would you like to take part on its implementation and support of live operation both locally as well as around the globe? CGI Payments team is the right team for you! Our team develops own product, targeted at highly demanding transaction processing in international banking environment – it features unique performance characteristics, complex processing logic and must satisfy high availability requirements at the same time.
Our clients are predominantly major banks operating across the world.
We are looking for a candidate to expand our team to satisfy growing international demand.
Your future duties and responsibilities.
In the role of Service Delivery Manager you will be responsible for managing all aspects of service deliveries related to the live operation of our payments processing product at our customers.
This includes overseeing service delivery processes, managing client relationships, and ensuring compliance with service level agreements (SLAs).
SDM is also responsible for identifying areas for improvement in service delivery and implementing strategies to enhance service quality.
This role requires a blend of technical and business domain knowledge, project management skills, and strong interpersonal abilities to navigate the complexities of service delivery.
Service Level Management One of the primary responsibilities of an SDM is to define, monitor, and manage SLAs.
The SDM must regularly review performance metrics and address any discrepancies between expected and actual service levels.
Incident and Problem Management In the event of service disruptions or issues, the SDM plays a key role in incident management.
This includes taking ownership of critical incidents, coordinating responses, ensuring timely resolution, and communicating with clients about the status of issues.
Additionally, the SDM is involved in problem management, identifying root causes of recurring issues and implementing solutions to prevent future occurrences.
Service Improvement Initiatives The SDM is also responsible for identifying opportunities for enhancing service quality and efficiency.
This may involve conducting regular reviews of service processes, identifying problems, gathering feedback from clients and team members, and implementing best practices to optimize service delivery.
Client Relationship Management Building and maintaining strong relationships with clients and identify potential incremental business opportunities.
This includes regular communication to understand client needs, addressing concerns, and ensuring satisfaction with the services provided.
Team Leadership and Development Providing guidance, support, and training to the team members to ensure they have the skills and knowledge necessary to deliver high-quality services.
The SDM is also responsible for fostering a positive team culture and encouraging collaboration among team members.
Reporting and Documentation Accurate reporting is essential for tracking service performance and demonstrating value to clients.
The SDM is responsible for preparing regular reports on service delivery metrics, client satisfaction, and improvement initiatives.
Additionally, maintaining comprehensive documentation of processes, procedures, and client interactions is crucial for ensuring consistency and accountability.
Budget Management Forecasting costs, monitoring expenses, and ensuring that services are delivered within budgetary constraints Required qualifications to be successful in this role.
In the role of Service Delivery Manager you will be responsible for managing all aspects of service deliveries related to the live operation of our payments processing product at our customers.
This includes overseeing service delivery processes, managing client relationships, and ensuring compliance with service level agreements (SLAs).
SDM is also responsible for identifying areas for improvement in service delivery and implementing strategies to enhance service quality.
This role requires a blend of technical and business domain knowledge, project management skills, and strong interpersonal abilities to navigate the complexities of service delivery.
Service Level Management One of the primary responsibilities of an SDM is to define, monitor, and manage SLAs.
The SDM must regularly review performance metrics and address any discrepancies between expected and actual service levels.
Incident and Problem Management In the event of service disruptions or issues, the SDM plays a key role in incident management.
This includes taking ownership of critical incidents, coordinating responses, ensuring timely resolution, and communicating with clients about the status of issues.
Additionally, the SDM is involved in problem management, identifying root causes of recurring issues and implementing solutions to prevent future occurrences.
Service Improvement Initiatives The SDM is also responsible for identifying opportunities for enhancing service quality and efficiency.
This may involve conducting regular reviews of service processes, identifying problems, gathering feedback from clients and team members, and implementing best practices to optimize service delivery.
Client Relationship Management Building and maintaining strong relationships with clients and identify potential incremental business opportunities.
This includes regular communication to understand client needs, addressing concerns, and ensuring satisfaction with the services provided.
Team Leadership and Development Providing guidance, support, and training to the team members to ensure they have the skills and knowledge necessary to deliver high-quality services.
The SDM is also responsible for fostering a positive team culture and encouraging collaboration among team members.
Reporting and Documentation Accurate reporting is essential for tracking service performance and demonstrating value to clients.
The SDM is responsible for preparing regular reports on service delivery metrics, client satisfaction, and improvement initiatives.
Additionally, maintaining comprehensive documentation of processes, procedures, and client interactions is crucial for ensuring consistency and accountability.
Budget Management Forecasting costs, monitoring expenses, and ensuring that services are delivered within budgetary constraints What we offer · Share Purchase Plan · CGI’s My Assistance Program · Compensation for long term sickness up to 30 days · Interest-free company loan · Referral bonus · Lunch vouchers – 140CZK · Group life insurance · Flu and tick vaccination · MultiSport card · Cafeteria Benefit System – 900CZK monthly · Hybrid Working Model & Flexible working hours · 5 weeks of vacation + 3 sick days · Birthday Leave and CSR day And many more… Skills.
English ITIL Project Management What you can expect from us.
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