Mina S

Lead Customer Service Delivery Manager

Deloitte Digital

Jan 2021 - Present • 5 yrs 6 mos

Results-oriented Lead Service Delivery Manager with extensive experience in overseeing service delivery operations across multiple locations. Skilled in leading teams of Service Delivery Managers (SDMs) to deliver Infrastructure as a Service (IAAS) solutions on diverse platforms. Dedicated to driving client satisfaction, optimizing processes, and achieving business objectives through effective leadership and strategic planning. Leading a team of Service Delivery Managers, I ensure the efficient execution of the following responsibilities:  Lead and mentor a geographically dispersed team of Service Delivery Managers (SDMs) in Mauritius and Egypt, ensuring alignment with organizational goals and client expectations.  Spearhead the delivery of IAAS services on various platforms, including but not limited to AWS, Azure, and Google Cloud, while maintaining high levels of service quality and reliability.  Develop and implement service delivery strategies and best practices to optimize operational efficiency and enhance client satisfaction.  Proactively identify opportunities for service improvement and innovation, driving continuous process enhancements and operational excellence.  Act as a key escalation point for complex service issues, collaborating with technical teams and stakeholders to ensure timely resolution and minimal impact on clients.  Cultivate strong relationships with key clients, understanding their business needs and challenges to deliver tailored solutions and exceed expectations.  Provide regular performance feedback and coaching to SDMs, fostering their professional growth and development within the organization.  Managed the end-to-end delivery of IAAS solutions, including provisioning, monitoring, and support, to meet client requirements and service level agreements (SLAs).