Operations Delivery Manager

Operations Delivery Manager

  • The Operations Delivery Manager is accountable for delivering the run services towards a client or a specific set of clients
  • The ODM has a firm working relation with the SDM who is accountable for the overall contractual compliance of all services and projects
  • Responsible for the services from one SL, or for the delivery of multiple SL services (as lead cross-SL ODM for a client, depending on the situation). There can be multiple ODM’s for a client, but there is always one lead ODM in order to ensure ownership of the end-to-end delivery of cross-SL services
  • ODM ensures that the sub-service lines deliver according to the SLA, as well as managing the delivery of non-standard / client specific services


  • Deliver services according to SLA
  • Day-to-day management of all service delivery activities
  • Ensure consistency of delivery approach; consistent with SL strategy - Manage Major Incidents / client alerts
  • Develop and maintain SIP/SQP
  • Transition-to-run sign-off
  • Drive the identification of operational cost & efficiency savings
  • Supplier & third party management SLA services:
  • Promote new service propositions to improve or extend the services to the client Contract - SLA Contract obligations
  • Review and update SLA; impact assessment of contract changes on service provision


  • Achieve productivity & cost efficiency savings
  • Prepare SLA work orders/changes quotes (content & costing)
  • Maintain unit costing volume, accurate forecasting and charging data (#work units/service requests/changes)
  • Identify SLA up sell opportunities
  • Client Reporting:
  • Maintain SLA R&I log and follow-up actions aimed at reducing risks to service and service credits
  • Resolution of operational issues arising from client disputes - SLA Reporting to the client