Service Delivery Manager

Service Delivery ManagerNight ShiftFull Onsite in BGC/QC

About the Role: A dedicated Service Delivery Manager (SDM) will typically oversee single, larger client engagements. There is no specific number of team members required for a dedicated SDM, as each client's engagement is different. e. 60) performing transactional activities that do not require a dedicated SDM. e. 40) performing more complex tasks may require a dedicated SDM.

For the purpose of putting some pragmatic guidance together, we typically start talking about the need for a dedicated SDM as the client engagement grows and starts encroaching the 50-team member mark. Note: once a client engagement grows so large and complex that different functional areas require their own dedicated SDMs, would look to incorporate a Client Delivery Manager (CDM) to oversee the entire engagement to ensure client satisfaction.

A dedicated SDM will work to ensure the entire client engagement is performing as per the contract and the stated client expectations. If the engagement is large enough and has a number of different functional areas that are in scope, this role will typically have multiple functional Team Leads or Managers (TLs or TMs) reporting to him/her to play a Subject Matter Expert and higher-level escalation for each functional team that makes up the large engagement. e.

) and has been a primary point-of-contact for multiple client stakeholders. The dedicated SDM typically becomes a billable part of the team when the overall team size and complexity increases, and the client expectation is that the SDM will affect team outcome (productivity and quality) and becomes an integral part of the engagement's overall and longer-term success; similar to what our client teams would implement as part of their own onshore organizations.

Dedicated Service Delivery Manager Roles &

Responsibilities: Core

e. e. e. New Associate Playbook), working closely with the onshore stakeholders on proficiency expectations as required.

Work with the individual team members, team leads, SME's, Director of Global Services and stakeholders as needed to formulate employee development goals and plans to ensure ongoing employee growth and succession planning• Develop, implement and manage the necessary TRINIT-E Continuous Improvement Action Plans from the yearly audits and assessment to ensure continuous improvements (to the extent possible) and ensure such plans meet the objectives of the company and.

Continuous Improvement should not be relegated to TRINIT-E Action Plans only, but a key focus throughout the engagement.

Employee 1:1's team meetings/huddles, stakeholder meetings and governance sessions are mechanisms to discuss any people, process and technology issues and make the necessary recommendations for Continuous Improvement Work with team leadership and the Global Services Coordinator to:• Send daily attendance notification and coverage, when applicable• Manage communication of upcoming holidays, OOOs and other non-working days, and coordinate potential coverage• Manage associates PTO requests and seek approval with their respective onshore leads, if applicable• Secure approval for overtime or holiday work

requirements, if applicable Work with team leadership and the Global Services Coordinator to:• Ensure the timely and accurate time capture for all billable team members on a weekly basis• Secure the necessary time approvals from relevant stakeholders• Ensure timely and accurate monthly billing to.