Service Delivery Manager

As a Service Delivery Manager at Roboyo, your key responsibilities include ensuring compliance with service level agreements, overseeing operational performance for your engagements, and acting as the primary liaison for routine matters. You'll also manage resource requirements, maintain client relationships, and guide Service Delivery Leads in mentoring their teams.

To apply for the Service Delivery Manager role at Roboyo, candidates should possess a bachelor's degree in business, Information Technology, or equivalent experience, coupled with at least 5 years of service delivery management experience in a managed services context. Strong communication and leadership skills are also crucial for this role.

Roboyo is committed to career growth and development. As a Service Delivery Manager, you'll receive tailored development plans, dedicated career coaching, and regular feedback sessions to ensure your input is valued. We also offer opportunities for international career paths and access to our Roboyo Academy training courses to enhance your skills.

At Roboyo, the work environment encourages creativity, collaboration, and innovation. As a remote Service Delivery Manager, you'll be part of an exciting team working across international and cross-cultural projects, gaining valuable experiences while contributing to the success of our diverse clientele.

Service Delivery Managers at Roboyo enjoy a range of benefits including health, dental, and vision insurance, a 401k matching program, an unlimited vacation policy, and contributions towards monthly cell phone and internet expenses. Additionally, you'll be part of a company that values diversity and equal opportunity.

When discussing your experience with service level agreements (SLAs), highlight specific instances where you've successfully implemented and monitored these agreements in your previous roles. Explain the processes you used to track performance, resolve issues proactively, and communicate with clients to ensure their expectations were consistently exceeded.

For this question, it's vital to showcase your problem-solving skills. Discuss a specific incident where you faced a conflict, how you approached the resolution, maintained open communication with both your team and the client, and the successful outcome that was achieved. Focus on the importance of collaboration and empathy.

When answering, provide concrete examples of mentorship strategies you've utilized, such as regular one-on-one meetings, setting personal development goals, and fostering an open environment for feedback. Emphasize your commitment to their career growth and how this approach leads to improved team performance.

Discuss your ability to assess task urgency and importance using tools like the Eisenhower Box to prioritize effectively. Provide examples from past experiences where you successfully managed multiple deadlines while delivering high-quality results, showcasing your organizational skills and flexibility.

Highlight your familiarity with low-code platforms and automation tools, detailing specific projects where you applied these technologies. Discuss how you utilized them to streamline processes, enhance service delivery, and deliver measurable value to clients, while keeping an eye on future trends in technology.

Share a particular example where you developed a strong relationship with a client, emphasizing your approach to understanding their needs, maintaining open lines of communication, and following up regularly to ensure satisfaction. Discuss how this relationship led to repeat business or referrals.

Provide an example that outlines the context, challenges, and your leadership approach. Focus on how you facilitated communication between team members with different backgrounds, negotiated solutions, and aligned everyone towards a common goal, leading to a successful outcome.

Explain your approach to performance monitoring, including tools or metrics you use to measure effectiveness. Discuss how you analyze data, obtain feedback, and make informed decisions to support team development, ensuring alignment with project goals.

Discuss your adaptive management style and how you adjust it based on client needs. Provide examples of how you tailored your approach to different stakeholder expectations, emphasizing empathy, active listening, and flexibility to build rapport and trust.

Articulate your understanding of ITIL as a framework for IT service management. Discuss how you've applied ITIL principles in previous roles to enhance service delivery efficiency, manage changes effectively, and align IT services with business needs to achieve desired outcomes.