Service Delivery Manager
On-siteNew Jersey, United States
Job Summary
Gather customer requirements and SLAs, then communicate them to Ratings Services owners on a regular interval. Report service quality through frequent dialogues and connect with Ratings Technology and Business stakeholders via feedforward control. Address escalations and improve services through strategic initiatives while reviewing, planning, and communicating projects that impact delivery to end users. When necessary, assist in capturing details and actions for proper closure of incidents and problem tasks. Provide periodic major incident metrics reports to stakeholders and manage BAU activities, changes, and project work across global locations. Collaborate effectively with internal stakeholders, customers, and value stream leads to drive service excellence.
Required Qualifications
- Experience in effective stakeholder management
- Experience dealing with multiple stakeholders at varied levels of the organization
- Experience with subject matter experts
- Experience with functional leads
- Experience with departmental heads
- Experience with executives
- Management of BAU activities
- Management of changes
- Management of project work
- Management across global locations
- Knowledge of Rating Services
- Knowledge of Corporate Services
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