The presentation highlights the role of service delivery manager, its business criticality, and importance in customer satisfaction.

1. Customer Service Delivery Management
Best Practices for Performing Quality Service Delivery
Masaf Dawood – 04/20/2013
Practices
Overview
Insights
Execution

2. Overview – Enterprise Stakeholders
 In corporate environment today there are 3 stakeholders -
customers, shareholders and employees.

3. Customer Service Delivery Management (CSDM) -
What the heck is it ….another new acronym to deal with…..???
 Balancing the needs of 3 stakeholders can create a profitable
enterprise and promote collaborative and upbeat culture.
 The art of customer service delivery management deal’s with
meeting customer needs while using resources optimally and
efficiently to deliver the required products/services.
 Given enough time and unlimited resources all problem’s can
be solved!!!
 SD Management is deeply focused on optimizing the resource
usage for delivering a given unit of service!!!

4. Managing in an Outsourced Environment
 In today’s competitive environments customers needs are
dynamic and need to be managed effectively.
 Customer retention and renewal is a key measure of overall
satisfaction.
 Customer satisfaction equal’s profitability !!!!

5. Voice of the customer (VOC)
 While this presentation is focused on managing customer
service delivery in a outsourced services context, approach
and practices may be relevant to other service and product
management areas.
 Service Delivery Manager is the VOC for the customer/client
within the internal delivery organization and or with other 3rd
party vendors.

6. What is Service Delivery Manager Expected
to do…..
 Provides a single point of contact for customers for issue
resolution.
- Customers do not need to understand how internal service delivery organization is
structured and are not required to navigate internal organization.
 Helps drive consistency of approach to bring benefits to all
clients.
- Whether they are a small account’s or a large company, customers receive the
benefits of professional service delivery organization.
 Provides an ‘independent third party” approach and client
perspective and oversee service quality within the delivery
organization.

7. What is Service Delivery Manager Expected
to do…..Contd
 Service Quality Management
• Ensure Quality delivery of services to the clients.
• Identify, assess & communicate the impact of changes
affecting the customer and/or service delivery
 Issue Management
• Manage major issues which cross multiple functional lines
• Escalation point for customer on delivery issues
 Service Delivery Improvement
• Review & monitor performance metrics & proactively
identify initiatives to maximize customer satisfaction

8. 360 Degree View of Service Delivery
Management
•Delivery Excellence
•SPOC for delivery
and quality
improvement
•Measured on SLA’s
•Deliver on KPI’s
•Meet and Exceed
Targets
•Owner of all client
communication
•Change approver
•Contract related
Communication
Communic
ation
Escalation
SLA’s and
KPI’s
Delivery

9. A Day in the life of Service Delivery Manager
 Review of services and performance against SLA’s/OLA’s and
KPI’s.
 Lead and manage internal delivery teams to review incidents,
problems and any other operational issues impacting client
production and non-production environments.
 Drive the teams to remediate the problems and provide root
cause analysis as needed.
 Provide regular service reports to the client’s identifying the
“units” of work and performance against the “units” of time.
 Review change management requests and participate in
Change Advisory Boards (CAB).

10. Life-Cycle Management of the Engagement
 SDM manages the contract from Operations to end of life.
 The quality of client experience is determined directly the
quality of service delivery team, its work products, team
culture, team collaboration and customer focus.
 Customers that experience service excellence become repeat
and reference-bale customer and champion the delivery
organization internally and externally.