Service Delivery Manager

Roboyo is not a typical technology consultancy. We have been at the forefront of Business Process Automation since the sector began, less than a decade ago.

We started as pioneers. Today, we are the world’s largest specialist Intelligent Automation company and remain at the cutting edge. Our growth, success, and contribution to the success of our clients are a result of one thing – our people.

We are united by our purpose, to take what’s possible to the next level – for our clients, our business, and for each other.

At Roboyo, you will experience a fun and innovative work environment with a dynamic and ambitious team passionate about technology and automation.

We are seeking an experienced Service Delivery Manager to oversee the operational and commercial success of a portfolio of managed services engagements.  This role requires strong management and leadership skills with a focus on meeting service level agreements, ensuring client satisfaction, and adherence to delivery standards and best practices. The ideal candidate will have at least 5  years of experience in the delivery or support and maintenance of low-code applications or intelligent automation solutions.

Key Responsibilities

• Ensure the right working environment and service delivery team are in place to satisfy service level commitments and client expectations for your portfolio of clients.
• Plan and manage resource requirements to meet client’s needs.
• Provide operational transparency and performance visibility to clients and Roboyo leadership.
• Monitor the issue dashboard and prioritize resource allocation to guarantee that service level agreements (SLAs) are consistently met.
• Foster and maintain sustainable relationships with clients.
• Mentor and guide one or more Service Delivery Leads to help them develop successful portfolios.
• Ensure adherence to IT service delivery and management framework.

General Responsibilities 

• Oversee the operational and commercial performance for your portfolio of managed services engagements.
• Consistently meet service level agreements for clients in your portfolio.
• Act as the primary liaison for routine operational matters pertaining to your managed services engagements, and as a support for the Service Delivery Leads.
• Collaborate closely with Service Delivery Managers and Leads located in Roboyo service centers, ensuring regular updates and continuous visibility into portfolio engagements.
• Apply understanding of process automation and/or low code technologies to engage in and contribute to both tactical and strategic conversations with clients and with the service delivery team.
• Serve as the initial escalation point for any issues arising within the managed services engagement portfolios.
• Maintain continuous coverage for all engagements in your portfolio.
• Ensure that all service delivery teams are fully informed about their engagements, encompassing service objectives, coverage requirements, SLAs, and reporting obligations.
• Coordinate and assist with recruitment of managed services team members both locally and internationally to ensure the right candidates fulfill roles required.
• Accountable for the overall quality to the team’s implementation and quality of service objects in client systems across all portfolios to ensure optimal functionality.
• In collaboration with service delivery managers and practice leads to define and implement best practices.
• Identify and present opportunities to leverage existing technology to maximize client’s investment and upsell other opportunities to the client.
• Manage, mentor, and provide career growth guidance to one or more Service Delivery Leads.

Required Qualifications

• The ideal candidate must be based in the US and authorized to work without visa sponsorship
• Bachelor’s degree in business, Information Technology, or a related field, or equivalent experience.
• A minimum of 5 years of experience in service delivery management, preferably within a managed services context.
• Comprehensive understanding of service level agreements and the operational best practices needed to ensure they are satisfied.
• Practical experience of service management including such as ITIL, CMMI, etc.
• Proficient in communication, collaboration, escalation management, and problem-solving.
• Demonstrated leadership skills and experience in mentoring and managing teams.