The Employee agrees on deliverables, budget, schedule, dependencies, servicelevels, operating metrics and scope for a Client Service / Service Delivery Team.
They assign resources and are ultimately accountable to ensure their team orextended team creates deliverables on budget, on schedule and with theappropriate quality.
Identify continuousimprovement and productivity improvement opportunities maximize reuse,minimize redundancy, streamline, drive one-to-many approach, etc.
Monitor and analyzeclient and customer satisfaction through available escalation / complaint toolsand survey results and ensure improvement initiatives are driven by clientexpectations and requirements;
Ensure teams executeprocesses according to standard methods or approved processes and ensuredeliverables are completed as required in a timely manner;
Manage and develop teamcompetency coverage through cross-training, leadership development andsuccession planning;
Work with other deliverymanagers and project managers to ensure the Client Service Team / ServiceDelivery Team understands their accountabilities for delivery and how to workacross the teams as needed.