Job Description

The Service Delivery Manager is responsible for overseeing the delivery of services to clients or end-users, ensuring that all service requirements are met effectively and efficiently. This role typically focuses on managing service delivery operations, maintaining relationships with clients, and ensuring a high standard of service performance. The Service Delivery Manager plays a key role in coordinating between service teams and ensuring that the agreed service level agreements (SLAs) are met.

Please note that this position is not directly related to gaming; it focuses on AI engine development.

Key Responsibilities and Activities

Service Delivery Management :

• Ensure that the AI Research services are delivered to the client according to agreed service levels.
• Monitor and manage performance, adjusting as needed to meet targets and service levels.

Performance Monitoring :

• Track key performance indicators (KPIs) and service level agreements (SLAs) to ensure services are meeting the expected standards.
• Address performance issues or gaps and develop corrective actions to improve results.

Customer Relationship:

• Act as the primary point of contact for clients regarding service issues, escalations, and requests.
• Ensure customer satisfaction by resolving issues quickly and maintaining clear communication.
• Build and maintain strong relationships with clients, understanding their unique networking requirements and delivering tailored solutions.

Team Management:

• Lead and coordinate the team responsible for service delivery, ensuring roles and responsibilities are well defined.
• Provide support and guidance to team members to improve their performance and productivity.
• Ensure all parties are aligned and working collaboratively to meet project goals and deliver exceptional service outcomes.

Security and Compliance:

• Identify potential risks to service delivery and develop mitigation plans.
• Ensure that the service delivery process is flexible enough to address unforeseen challenges.
• Ensure all service delivery processes align with zero trust security principles and industry compliance standards.

Reporting and Analysis :

• Prepare and present reports on service performance, issues, and resolutions to senior management or stakeholders.
• Analyze trends in service delivery, customer feedback, and operational performance to drive decision-making.

Continuous Improvement :

• Identify areas where service delivery can be improved and implement new processes, tools, or strategies.

• Ensure that service delivery processes are continuously reviewed and refined for efficiency and effectiveness.

Requirements

• Bachelor's degree in Computer Science, Cognitive Science, Business, or a related field.

• Proven experience in service delivery management within the AI or Software services industry, with a focus on regional scale operations.

• Strong understanding of Prompt Engineering, AI fundamentals, and LLMs.

• Proficient (5+ years’ experience in building new Services from scratch) in customizing Service Delivery frameworks and best practices, including the ability to tailor processes, report and manage Service Deliverables, identify risk early, develop mitigation strategies, and address roadblocks to maintain program momentum.

• Demonstrated success in managing customer satisfaction and service excellence in a high-tech environment.

• Strong leadership abilities (5+ years’ experience leading cross-functional teams) with experience in coordinating and orchestrating complex service delivery projects involving multiple stakeholders. Ability to guide cross-functional teams and regional teams, including regional partner teams to ensure seamless and successful delivery.

• Excellent communication and interpersonal skills, with the ability to articulate complex concepts to both technical and non-technical stakeholders.

• Management Skills:   5+ years’ experience in leading teams with larger than 200 people.

Benefits

• Base pay of $80,000 - $100,000, depending on experience.
• Benefits package including Medical, Dental and Vision
• Vacation and sick leave - Keywords offers vacation accrued at 15 days per calendar year, 2 floaters and sick leave accrued at 56 hours per year (unless otherwise required by local laws), based on a 40 hour work week
• Life & Disability coverage
• Paid Basic and AD&D insurance
• Voluntary Legal, Accident, Critical Illness and Hospital Indemnity coverage
• Voluntary FSA
• 401(k) retirement plan

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace, which provides for equal opportunities for all employees and potential employees.

Note to Recruitment Agencies

Please be advised that Keywords Studios does not consider unsolicited resumes, or any form of contact initiated by unauthorized third parties, including recruitment or placement agencies, unless a pre-existing, valid agreement is in place. Any fees incurred by unauthorized third parties will not be compensated by Keywords Studios. 

Privacy Notice

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Role Information: EN

Studio: Keywords Studios

Location: Americas, United States

Area of Work: QA Testing Services

Service: Globalize

Employment Type: Permanent

Working Pattern: Full Time, On-site

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