Q: What do you wish you knew about your job when you first started out?
Service Delivery Manager in La Crosse:
"Follow the leader - but be a self starter."
The Service Delivery Managers role requires you to find problems before anyone else does and come up with a solution. If you inherit a problem filled environment, people look to you to resolve the foundational issues, and direct applications development to fix the other logical issues. They are Policy and Procedure writing, roadblock creating, quality driven people meant to do what is necessary to keep a constant service level across the board for any given applications.
Service Delivery Manager in Singapore:
"Training or orientation program to bring me up to speed."
To balance between customer demands and the contractually agreed service offering, so not to be viewed as inflexible. However, the scope of support has to be within technical capabilities and financial feasibility. If the request cannot be fulfilled, a non-standard service request should be used followed by a meeting to determine if such exception should be included in the standard service offering agreement.