Service Delivery Manager

Roboyo is not a typical technology consultancy. We have been at the forefront of Business Process Automation since the sector began, less than a decade ago.

We started as pioneers. Today, we are the world’s largest specialist Intelligent Automation company and remain at the cutting edge. Our growth, success, and contribution to the success of our clients are a result of one thing – our people.

We are united by our purpose, to take what’s possible to the next level – for our clients, our business, and for each other.

At Roboyo, you will experience a fun and innovative work environment with a dynamic and ambitious team passionate about technology and automation.

The Service Delivery Manager (SDM) and Service Delivery Lead (SDL) are accountable for ensuring the overall success of the engagements they manage. This includes:

• Consistently meeting all service and service level commitments agreed upon with the client, measured in terms of SLA conformance and CSAT or NPS.
• Achieving the financial targets established by Roboyo, measured in terms of revenue and gross margin.
• Creating a sustainable and rewarding work environment for team members assigned to engagements they manage, measured in terms of talent health check scores and engagement talent churn.

To achieve this, SDMs and SDLs must consistently do all the following:

Roboyo Managed Services Framework Guide

• Establish the right environment and assembling the right team to deliver on client commitments and expectations.
• Ensure transparency and performance visibility to the client and to Roboyo leadership.
• Ensure engagement data is continuously and accurately being gathered and published to the relevant stakeholders.
• Monitor ticket dashboard and prioritizing tasks for service delivery team members to ensure SLAs are satisfied.
• Publish periodic reports to client stakeholders, other members of the engagement team, and Roboyo leadership and governance groups to provide full transparency into performance of the service objects under care and performance of the Roboyo managed services team.
• Ensure the lead engineer is consistently enforcing adherence to standards and best practices and has a complete quality assurance process in place.
• Ensure the service delivery team has access to required systems, tools,environments, and client experts to efficiently perform their work.
• Ensure the necessary environments, tools, pipelines, and test data are in place to properly test and deploy service objects into production.
• Ensure the service delivery team is frequently and consistently updating tickets with the latest information as they progress through diagnosis and resolution.
• Monitor the performance of service objects and the performance of the service delivery team to ensure service level commitments are satisfied.
• Ensure that clients receive services commensurate with their resource allocation every month, leveraging extra time on months where incidents or client-driven requests are low to provide proactive services where possible.
• Ensure all engagement members submit all timesheets every week, with at least 40 hours, and reflecting what engagements and items were worked on as accurately as they are able.
• Log into client systems for every engagement they are assigned to at least once every thirty days and quickly checking in on the service objects to ensure they stay up to date and keep their client accounts active.
• Handle exceptional conditions and collaborating with client stakeholders to resolve them successfully.
• Manage creation of the operating manual. 
• Schedule and coordinate regular review sessions between IT stakeholders and the Business Analyst to identify upcoming changes in the systems environment that will require corresponding changes to service objects or deployment configurations

For Enhanced Tier engagements, SDMs and SDLs must also do the following:

• Schedule and coordinate regular review sessions between business stakeholders and the Business Analyst to elicit feedback to identify opportunities for improvement or enhancements to address new or changing business needs

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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