DeloitteService Delivery Manager
Nov. 2022 - Mar. 2023Bucharest, RomaniaAs a Service Delivery Manager, my primary focus is to exercise control and decision-making authority, while taking full responsibility for the delivery of high-quality services to our clients. I ensure compliance with IT policies and procedures, while building strong relationships and gaining a deep understanding of our clients' businesses and needs. This enables me to identify and qualify new revenue opportunities, driving growth for both the company and our clients. Additionally, I have a thorough understanding of all contractual obligations and requirements, which ensures that we consistently meet our commitments and exceed expectations. Responsabilities: Strategizing and managing the sourcing, travel, on-boarding, staffing, time capture, and approval of resources for projects. Monitoring and managing the day-to-day deliverables of the team on client engagements/projects, proactively identifying and resolving client service and technical issues, and developing strong relationships with client teams. Leading the delivery of team-based SLAs, managing engagement/project risks, reviewing and analysing team deliverables, and sharing expertise and knowledge with team members. Defining and transitioning application and infrastructure services, achieving contracted SLAs per service, facilitating contract and service management reporting, and engaging with customers to ensure effective engagement and retention of clients through contract renewal. Monitoring the operational environment, identifying trends and patterns that require problem investigation, and developing well-formulated service improvement plans. Preparing service management reporting, ensuring appropriate competency and capacity levels, managing people-related activities, and developing strategy roadmaps using accepted best practices to proactively identify continuous improvement opportunities