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1) Customer Satisfaction
2) Accuracy in delivering the circuits
3) Ready for service date should be maintained
4) Circuit Design which should be optimized so that no resources are wasted
A service delivery manager oversees the delivery of services or service technology to a company's clients or customers. The manager establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.
Process & Procedure
The main role of the service delivery manager is to establish or refine service delivery processes. In a lawn care company, for instance, a new client might initially receive a free estimate and lawn analysis, and then place an order for service. After she receives her lawn care services, she will then get a follow-up call from the company to ensure her satisfaction and see if she wants to continue or expand her services. The goal of establishing uniform processes and procedures is to ensure that each customer gets the same experience from the onset of contact.
Supervision
The service delivery manager has general oversight over employees involved in the delivery process, even though he may not be their direct manager. Managers who receive complaints or feedback on a particular work team or employee will share those comments with managers and staff involved. Ultimately, the service delivery manager holds all service departments and employees accountable for carrying out the required processes and tasks.
Cost & Efficiency
A common fiscal responsibility of the service delivery manager is to ensure delivery processes are efficient and cost effective. To reduce costs and streamline the process without adversely impacting the client experience, he might eliminate paperwork, unnecessary service steps or non-value-added features. For technology service providers, an emphasis should be placed on the efficient delivery of hardware and software services. Some managers develop tiered pricing plans that let customers pay more for higher or more involved levels of service
Customer Satisfaction
A key role for the service delivery manager is to constantly assess customer feedback and make necessary improvements. Managers typically conduct evaluations with customers on the phone, via e-mail or through postal mail. Managers might set customer satisfaction goals on various individual criteria as well as the total customer experience. When scores fall below these thresholds, the manager may conduct additional research and take steps to correct deficiencies. For example, some customers might feel like parts of the process are slow or delayed. By identifying and analyzing the issues, the service delivery manager can work on eliminating bottlenecks.
As well mentioned by Sinan Aliev, Service Delivery is about deliverying services to customers while maintaining balance among three main focused areas which are:
1- Customer Satisfaction: Here the Service Delivery Specialist or Manager is responsible to built trust and good and long customer business relation-ship in order to secure business reocurrence.
2- SLA Cost: Here the Service Delivery Specialist or Manager shall demomstrade his/her financial and project management knowledges in order to ensure delivery of the SLA SoW within the approved budget.
3- SLA Fulfilment: Here the Service Delivery Specialist or Manager shall ensure delivery of SLA SoW within agreed/contracted KPIs. In other words, Service Delivery Specialist or Manager shall make sure the services are delivered with the right and required level of performance.
Follow-up, data analysis and implementation of immediate corrective actions as some of key skills required as Service Delivery Specialist or Manager.
