Service Delivery Manager

This is a unique client-facing role where you will manage service delivery, commercial activities, and small projects within a portfolio of Inoapps managed services clients. Reporting to the regional Service Delivery Director, you will be responsible for ensuring the efficient and effective delivery of our service commitments to both external clients and internal stakeholders.

You will collaborate with Managed Services delivery teams and business development functions to foster profitable, long-term client relationships while enhancing client satisfaction. Your primary focus will be on delivering high-quality service, maintaining customer satisfaction, and driving incremental growth. Building strong relationships with various stakeholders at Inoapps, our clients, partners (particularly Oracle), and third parties will be crucial to your success.

Your role will require you to gain an in-depth understanding of your clients’ cultures, business functions, processes, and infrastructure. A background in managing ongoing services and client relationships, preferably within a service provider organization, is essential. You should have a solid working knowledge of service management practices, typically aligned with ITIL®.

Key Performance Indicators:

• Customer satisfaction, emphasizing continual process and service improvements
• Inoapps performance against contractual obligations and service level objectives
• Effective commercial management of assigned engagements
• Client renewals and incremental growth

Responsibilities:

• Drive quality of service and maintain high levels of customer satisfaction
• Manage client escalations effectively
• Provide leadership and coordinate resource prioritization to meet client demands
• Collaborate with cross-functional teams to manage client-initiated changes
• Oversee incident and problem management processes, ensuring timely resolution and root cause analysis
• Continuously manage and improve Change Management processes. Maintain Environment schedule for key events and major changes
• Manage contractual performance and client relationships
• Work closely with Inoapps Account Managers and Executive Sponsors to enhance service delivery and revenue
• Advise clients on process improvements and new products/services
• Project manage small projects involving clients, third parties, and Inoapps teams
• Build and document knowledge about clients’ business and technical environments
• Collaborate with Project Managers for knowledge transfer between Project delivery and Service delivery teams 
• Engage with the Inoapps Management team on continual service improvement initiatives
• Facilitate and lead regular Service Review Meetings with clients
• Provide Service Level Management reporting
• Share important client feedback with the named Account Management Team (where assigned) 
• Prepare and conduct training sessions for clients and colleagues
• Participate in 24x7 on-call duty manager rotation

Proficiency in:

• ITIL and effective service management practices
• Experience in a Service Provider organization
• Practical knowledge of Oracle products, Technology and/or Applications (other ERP solutions are also considered)
• Familiarity with cloud infrastructure and SaaS is preferred
• Modern project management methodologies (waterfall, Agile, etc.)
• ITSM tools, preferably JIRA (JSM)
• Any professional certifications such as ITIL, PMP, Oracle will be beneficial

Professional Requirements:

• Excellent leadership and communication skills (written and verbal)
• Strong commercial acumen and relationship-building abilities
• Effective influencing and negotiation skills
• Strong attention to detail
• Ability to work under pressure and manage change
• Proficient in problem management and root cause analysis
• Strong decision-making and organizational skills
• Adaptability to changing demands
• Knowledgeable in Managed Services and service offerings for Hybrid Cloud
• Skilled in procedure and document writing
• Excellent service and project management capabilities
• Effective workload management and self-motivation