Service Delivery Management

At Galtec, we understand that a seamless service delivery experience is crucial to our customers' satisfaction. To ensure a smooth and efficient partnership, a dedicated Service Delivery Manager (SDM) will be assigned to Customer. The SDM will act as the primary point of contact and foster a strong relationship with customer stakeholders to drive successful service delivery. The key responsibilities of our SDMs are as follows:

1. Service Review Meetings: Our SDMs will conduct regular Service Review Meetings to evaluate the performance and effectiveness of the services provided. The frequency of these meetings will be determined based on customer preferences and requirements. Galtec guarantees that senior internal service owners will be present during these meetings, allowing for immediate implementation of service changes or improvements when issues are identified.

2. Alignment of Service Catalogue: The SDM will work closely with Customer to ensure that our Service Catalogue aligns precisely with their specific requirements. This involves identifying and removing any unused service elements and promptly incorporating new elements as customer needs evolve. Our goal is to deliver the best possible service experience tailored to the unique demands of Customer's I.T. environment.

3. Decoding Service Reporting Information: Our SDMs are adept at analysing and interpreting service reports. They will provide insights into Service Level Agreements (SLAs), environment performance, uptime statistics, engineer remote control access data, and detailed hardware and software inventory reports. This information will empower Customer to make informed decisions and optimise their IT operations.

4. Monitoring User Experience and Feedback: Understanding the user experience is crucial to continuously improving service quality. The SDM will monitor user feedback and assess the performance of IT platforms. They will collaborate with relevant stakeholders from both Customer and Galtec to address any concerns or areas for improvement. The SDM will ensure that feedback loops are established and that improvements are re-reviewed with users to verify effectiveness.

5. Tailoring Reporting Requirements: Recognising that each customer has unique reporting needs, the SDM will tailor specific reporting requirements for service operations and device health. This ensures that Customer receives relevant, comprehensive, and actionable insights into the performance and health of their IT environment.