Role Descriptor: Service Delivery Manager
Service Delivery Managers provide an managed level of service for all customers, which may include server, voice and data network, database, facilities, desktop, security, applications, storage, print and other media, management and support.
Relationships
Performs:Responsible for:
Additionally Performs: Modifies:
Main Description

Responsibilities

  • Provides a managed level of service at budgeted cost to all users. Builds and manages aggregate service plan (including cost and resources forecast) for services. Identifies and manages improvements.
  • Forecasts medium-term volumes for services managed, in terms of service demand from all sources and capacity units (skill, space, processing, storage, and bandwidth). Acquires/manages capacity in line with policy to balance utilization and responsiveness to new demands; allocates workload across different geographic capacity pools to meet customer needs and utilization requirements
  • Forecasts service demand and resource needs within cost budget; manages directly assigned workforce (customized service) within budget; provides input on customer satisfaction needs and issues to competency development
  • Sponsors, leads, and funds improvement team for the delivery infrastructure
  • Maintains Competence Profile
Properties
Multiple Occurrences
Optional
Planned
Staffing
SynonymsService Manager