Job Description:

Client Relationship Management:
Building and maintaining strong relationships with clients, acting as the primary contact for service-related inquiries and concerns. 
Service Level Agreement (SLA) Management:
Monitoring adherence to SLAs, identifying potential issues, and taking corrective actions to ensure timely and quality service delivery. 
Team Leadership:
Leading and motivating service delivery teams, assigning tasks, and providing coaching and support to ensure optimal performance. 
Performance Monitoring:
Defining key performance indicators (KPIs), tracking service delivery metrics, and analyzing data to identify areas for improvement. 
Issue Resolution:
Managing escalations, investigating service disruptions, and coordinating timely resolution of client issues. 
Reporting and Communication:
Preparing regular performance reports for stakeholders, including client updates on service delivery status and key metrics. 
Process Improvement:
Identifying opportunities to optimize service delivery processes, implementing changes to enhance efficiency and effectiveness. 
Budget Management:
Monitoring service delivery costs, identifying potential cost-saving measures, and managing budgets within allocated limits. 
Stakeholder Management:
Collaborating with cross-functional teams across the organization to ensure alignment with service delivery objectives.

Qualifications:

Bachelor's degree in a related field (e.g., computer science, engineering, business administration) or equivalent work experience.
At least 1 year of proven experience as a Delivery Lead or Project Manager.
Strong understanding of waterfall, agile methodologies, including Scrum, Kanban, and other related practices.
Excellent leadership, communication, and interpersonal skills.
Strong problem-solving and decision-making abilities.
Proficiency in project management tools and agile collaboration tools