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The importance of having a service delivery manager is to make sure all customers and clients receive the same services and treatments across the board. A Service Delivery Manager may work in a variety of industries and can perform both technical and administrative tasks, such as solving technical problems, managing team performance, and controlling service quality. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. This manager is involved in functional, technical or process leadership and oversees other employees involved in the delivery process for a company whether it is IT related or not. A good delivery manager will be skilled at agile and lean, they will be learning new tools all the time, know when to use them and know about current trends. Some people, however, do use Delivery Manager as a role title. Manager who is accountable for a grouping of back office infrastructure services such as File Print, Storage, Hosting, etc.. Service delivery managers focus on maintaining good relationships with clients and improving the company's services to keep them satisfied. Team health & happiness (the people skills) The delivery manager is concerned with the health and happiness of the team members and how they work together. There are only three defined roles in pure Scrum - Scrum Master, Product Owner and Developer. This position is a stakeholder Why have a role called Delivery Manager. Ultimately, the Service Delivery Manager works to maintain good customer relationships and improve the company's services to maintain customer satisfaction. In PM vs DM terms, you can view Santi Cazorla as the Product Manager and Francis Coquelin as the Delivery Manager. For example: A Service Delivery Manager would be a Sr. No IT Service Management (ITSM) initiative can ever work without people. So is this view the Service Delivery Manager is a strategic role that owns a portfolio of … If you 'Google' Service Delivery Manager jobs there are thousands of jobs on various job boards around the world. The Government Digital Service (GDS) in the UK use it, as do an increasing number of companies in the USA. In fact, the 4 P’s of ITIL ® Service Design include People so that should say something about how important it is to structure and organize the people involved in delivery of IT services. People constitute part of the resources and capabilities … In pure Scrum, there is no role called “Delivery Manager”. The role and responsibilities of a multi-functional Service Delivery manager are certainly documented within the 1,500 odd pages of Service Management Best Practice, you … ITIL 4 Guide › IT Service Management roles and responsibilities. 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