The main role of a service delivery manager is to manage or refine service delivery processes to a company's clients or customers. 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. 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.
As a member of management, the service delivery manager is part of the senior level consulting staff. He must be able to manage several teams and is responsible for high complexity and ambiguity. Another role of the service delivery manager is to maintain efficiency and costs in the service department. He needs to reduce costs and streamline any processes to save the company money without negatively affecting the client or customer experience. Since the customer must come first, the service delivery manager also controls customer satisfaction. He researches in order to correct inaccuracies and what is ineffective. He conducts customer evaluations to ensure the customer is content. After he has spoken with customers and researched, he makes the delivery process run more smoothly. He keeps open communications with technical teams, IT and business partners.