Position Title: Service Delivery Manager - Managed Services
Overview of sa.global
sa.global is a leading global provider of Microsoft Dynamics 365 solutions for professional services firms and other project-driven organizations. Our family of vertical solutions extends the core functionality of Microsoft Dynamics 365 to provide an unparalleled offering in the marketplace for engineering, architecture, construction, accounting, legal, advertising, marketing, and IT services firms. An 11-time winner of the coveted Microsoft Dynamics Partner of the Year Award, sa.global is also a part of Microsoft’s elite Inner Circle. Established in 1990, we are an almost 1000-member strong global organization with a presence in 25 countries.
sa.global Serbia team
To find out about sa.global Serbia team and how fantastic it is to be a part of our organization, read more at www.helloworld.rs.
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Job Summary:
We are seeking a dynamic and experienced Service Delivery Manager to lead and oversee our Managed Services division specializing in Microsoft Dynamics 365. The successful candidate will be responsible for ensuring the seamless delivery of high-quality services to our clients, managing a team of functional and technical experts, and maintaining strong client relationships. As a Service Delivery Manager, you will play a crucial role in optimizing client satisfaction, operational efficiency, and continuous improvement within the Microsoft Dynamics 365 environment.
Responsibilities:
- Lead and manage a team of skilled functional and technical professionals providing Managed Services for Microsoft Dynamics 365 clients.
- Collaborate closely with clients to understand their business needs, objectives, and challenges, ensuring that service delivery aligns with their requirements.
- Establish and maintain strong relationships with clients, acting as a trusted advisor and point of escalation for any service-related issues.
- Monitor service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to track the effectiveness and efficiency of service delivery.
- Coordinate and prioritize resources to meet client demands and ensure timely resolution of incidents, service requests, and change management tasks.
- Provide proactive guidance and recommendations to clients on how to optimize their Microsoft Dynamics 365 environments, streamline processes, and drive business value.
- Lead and participate in regular service review meetings with clients, addressing performance, opportunities for improvement, and future initiatives.
- Collaborate with cross-functional teams, including senior management, sales, functional and technical support, and project management, to ensure a unified approach to client success.
- Stay up-to-date with industry trends, best practices, and updates within the Microsoft Dynamics 365 ecosystem to drive continuous improvement.
- Identify opportunities for upselling or expanding service offerings based on client needs and business goals.
Qualifications:
- Bachelor's degree in a relevant field; Master's degree is a plus.
- Excellent English communication skills.
- Relevant certifications in Microsoft Dynamics 365 and IT Service Management (ITIL) are a plus.
- Demonstrated experience in a Service Delivery Manager role within a Managed Services environment, preferably focused on Microsoft Dynamics 365 is a plus.
- In-depth knowledge of Microsoft Dynamics 365 applications, functionalities, and integrations is a plus.
- Proven track record of successfully managing client relationships, ensuring client satisfaction and resolving conflicts or issues.
- Strong leadership skills with the ability to motivate, mentor, and develop a team of professionals.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal teams at all levels.
- Experience in monitoring SLAs, KPIs, and operational metrics to drive performance and quality.
- Problem-solving mindset with the ability to think strategically and analytically to address client challenges.
- Strong organizational skills with the ability to manage multiple clients and projects simultaneously.
Travel
- Some travel may be required.
Location
Benefits
- Competitive salary and annual bonus.
- Private health insurance for you and your family members.
- Remote work.
- Fitness activities - personal training and gym membership.
- Support for personal career growth - paid training certifications and conferences, LinkedIn Learning.
- Healthy breakfast, fruits, and coffee at the office.
- Team buildings and company gatherings.
To learn more about us, visit www.saglobal.com.
