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Ness Digital Engineering

Service Delivery Manager

Ness Digital Engineering Mahwah, New Jersey, United States

Software Development · 1,001-5,000 employees

5 d ago
project-manager Senior (5-10 yrs) Full-time United States
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About the role

The Service Delivery Manager will oversee service quality, manage stakeholder relationships, and ensure adherence to SLAs. They are responsible for coordinating project work, reporting on major incidents, and driving strategic service improvements.

What they look for

Service Delivery Management Stakeholder Management SLA Management Incident Management Problem Management Project Management Business Analysis Reporting Strategic Planning Communication Metrics Reporting Change Management BAU Management

Requirements

The role requires extensive experience in stakeholder management across various organizational levels, including executives and subject matter experts. Candidates must be proficient in managing business-as-usual activities, project delivery, and incident resolution processes.

Full description

Gathering and understanding customer requirements/SLA’s and communicating to Ratings Services owners in a regular interval

  • Reporting Service quality through frequent dialogues and connect with and Ratings Technology and Business stakeholders through feedforward control
  • Addressing escalations and improving the services through strategical initiatives
  • Reviewing, planning, and communicating projects/services that may impact delivery of services to end users
  • When necessary, assist in capturing right details and actions with proper closure of incidents / problem tasks
  • Providing periodic major incident metrics reports to the stakeholders
  • Experience in effective stakeholder management, dealing with multiple stakeholders at varied levels of the organization – subject matter experts, functional leads, departmental heads, executives
  • Management of BAU activities, changes and project work across global locations related to Rating Services and Corporate Services where applicable.

. The goal would be to have SDM work collaboratively with internal stakeholders, customers, and our value stream leads.

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