Service Delivery Management (SDM)

It is important to your organisation that there is clear and demonstrable evidence of the success of the relationship. Akhter provide Service Delivery Management as a single point of contact where you are able to assess:


  • Cost and value obtained
  • Performance and customer satisfaction
  • Delivery improvement and added value
  • Delivery capability
  • Benefits realised
  • Relationship strength and responsiveness

There is a need for strong collaboration for which, a Service Delivery Manager is the key. Our Service Delivery Management provides strong leadership, managerial, technological & functional skills to ensure can get the best out of the partnership.

Key Benefits

  • Management Reporting - to meet contractual requirements and customers business needs (e.g. quantitative reporting, performance to SLA reporting, ad-hoc performance reporting)
  • A single point of contact for service escalation - The SDM is directly accountable for all services delivered by or via Akhter
  • Service Transitioning - As services are added or removed it is vital to ensure that all the relevant documentation, access and information is available to the supporting organisations. Transition involves effective communications between the customer and Akhter to ensure that commencement, scope and reporting elements of the services are in place prior to commencement. The SDM will provide governance and assistance across this process
  • Continual Service Improvement - The SDM will help drive a culture of continuous improvement in IT Service Delivery by aligning the contracted services, or identifying additional services to achieve your business objectives
  • Customer satisfaction – ownership of all customer feedback associated to services delivered by Akhter and any actions arising from customer satisfaction feedback