The role of a service delivery manager can vary depending on the industry in which he or she works, as well as the company by which he or she is employed. In general terms, the job of the service delivery manager is to ensure high-quality service to customers or end users while monitoring a staff of support personnel. Specific job roles can vary according to a particular company's needs; technology companies, for example, may need a manager with expertise in delivering various types of technology-driven products or services, while a retail manufacturer will require the manager to have a different skill set that focuses more on product analysis and improvement.
One of the most important job duties of a service delivery manager is an analysis of how services are delivered to end users and how the process can be improved. Generally, the role of this manager is to improve quality of service as well as efficiency within the company, which means the service delivery manager may coordinate with other managers within a company to ensure products and services are offered at the highest possible quality and efficiency. The manager is likely to use software designed to track all aspects of service in order to develop a more comprehensive view of a company's standing.
Sometimes the computer software itself is known as a service delivery manager, as it is a comprehensive program that can manage various aspects of the company's service delivery processes. The software might track costs for services, frequency of deployment of certain services or troubleshooting steps, and monitoring of real or virtual resources commonly used by the company. Such software is commonly used by information technology (IT) companies, though any business that delivers some sort of service or product to an end user will benefit from this type of tracking software.
People who work as service delivery managers will usually have some combination of education and experience that qualifies them for the position. Post-secondary education is common; candidates may possess college degrees in business or technology, as well as several other related fields. The candidate is also likely to start in a lower-level position to learn more about the company and the industry. Once he or she has a solid grasp on common service practices as well as methods by which services are monitored and delivered, he or she may undergo further training to become a service delivery manager.