Service Delivery Manager

Project Management: 

• Oversee the planning, execution, and delivery of orders & projects as the critical liaison between the Account Team and Operations. 

• Collecting and clarifying client requirements, from the Account team understanding and delivering on the detail of every project.  

• Maintain detailed system records of client interactions, orders, and project progress, on both Iyuno and client systems as necessary. 

• Provide Account teams with regular updates on project status, timelines, and any changes or issues that may arise. 

• Co-ordinate with internal teams to ensure that all project tasks are assigned and ensure that the necessary resources (e.g., personnel, equipment, materials) are available and allocated to the project. Negotiate timelines and capacity constraints with Operations 

• Assist in developing detailed project plans that outline timelines, resources, and deliverables. Monitor project timelines to ensure deadlines are met and communicate any potential delays to Accounts teams. 

• Prepare and deliver regular status reports to clients and internal stakeholders, highlighting progress, upcoming milestones, and any issues. 

• Identify when issues need to be escalated and ensure they are addressed promptly. 

• Resolve unbilled projects, manage PO’s 

• Ensure timely and accurate invoicing for clients, monitoring accounts receivable to ensure prompt payment. 

• Attend regular client meetings (Post Order) to discuss order details, project timescales and resources. Create a master schedule with key milestones.  

Team Management: 

• Lead, mentor, and develop Service Delivery Co-ordinators to ensure that projects are correctly captured and managed on Iyuno systems 

• Develop a collaborative and high-performance work environment. 

Client Relationship Management: 

• Serve as a point of contact for clients regarding service delivery, keeping Account teams up to date with information affecting their clients. 

• Understand client needs and ensure their expectations are met or exceeded. 

• Address any client concerns and resolve issues promptly with the Account teams. 

Quality & Improvement: 

• Identify areas for improvement or systemisation in the service delivery process. Implement improvements which enhance efficiency and quality. 

• Monitor the quality of work being delivered to ensure it meets client expectations and company standards. Gather feedback from clients on the quality of the deliverables and work with Operations to make necessary adjustments.