IT Service Delivery Manager is a responsible for a service being delivered from an internal or external supplier to the end user. Person on this position has many responsibilities and tasks. The SDM is there for the connection between supplier and the end user. The role of SDM is to deliver the best possible first-time user experience to customers by resolving queries received from the Business.
SDM in IT structure
Service Delivery Managers are a part if the department called Application Services under IT Operations. We work closely with other teams across the organisation, as we have the same goal, it’s all about winning together. SDMs constantly liaise with Change Managers, Test-Import Team, Release Managers, Architects, Service Desk Team, Release Train Engineers, Project Teams, Vendors to react quickly on business needs and resolve issues.
The SDM is involved in vendor management, contract negotiations, building relationships. Person in the SDM position must have strong communication skills and be able to deal confidently with suppliers and Business. The Service Delivery Manager is constantly liaising with other professionals on many levels. Vendor management includes working with vendors to continuously improve the service being provided to company. Service Delivery Managers provide input for vendor negotiations as they are responsible for reviewing SLAs and handling tickets together with vendors. The SDM responsibility is to meet agreed SLAs and work with suppliers on improving the results.
The Service Delivery Manager works with IT professionals within company or cooperate with vendor’ consultants (from IBM, NNIT, Gavdi, Itelligence etc.) The SDM performs management and coordination functions, it is beneficial if he has technical knowledge in the area he deals with, however his duties are mainly focused on management. The SDM is like a coupler between client, so the business, and external consultants or internal experts who take care of resolving requests according to Arla standards. The SDM cooperate with technical experts to make sure that the work is done, right tasks have been delegated and tickets are assigned in a ticket management system which is Service Now platform. The Service Delivery Manager assisting vendor in handling tickets and consulting situation management (also called SIMA) if critical case is on the agenda. The SDM supports Problem Management in root cause analysis, it’s essential to understand reasons it and prevent issues in the future.
IT Service Delivery Manager is a middle-man between Business and suppliers. The person in this position is resolving communication issues, system problems, dealing with hard deadlines and all activities which are influence on system stability and users satisfaction. IT work environment is dynamic, the SDM should be proactive to be able to learn fast and deliver good results. That person is like a fireman who prevents fires and put out the fire if there is a need.
Article written by Patrycja Spinek-Pomykała