Service Delivery Manager

About the Role

This position involves gathering and understanding customer requirements and Service Level Agreements (SLAs), then communicating them to Ratings Services owners on a regular basis. You will report service quality through frequent dialogues and maintain connections with Ratings Technology and Business stakeholders using feedforward control.

Responsibilities

• Address escalations and drive service improvements through strategic initiatives.
• Review, plan, and communicate projects or services that may impact the delivery of services to end users.
• Assist in capturing accurate details and ensuring proper closure of incidents or problem tasks when necessary.
• Provide periodic major incident metrics reports to stakeholders.
• Manage Business-As-Usual (BAU) activities, changes, and project work across global locations related to Rating Services and Corporate Services where applicable.
• Collaborate with internal stakeholders, customers, and value stream leads to achieve service delivery goals.

Skills

• Experience in effective stakeholder management, including interaction with subject matter experts, functional leads, department heads, and executives.
• Ability to work with multiple stakeholders at varied organizational levels.