A Client Service Delivery Manager working at the mid management level can be a Project Manager with an IT/ITES company or an Account Manager managing key Corporate accounts for a manufacturing company. The job designation might change with the nature of the business, but job responsibilities essentially remain the same for a mid level Client Service Delivery Manager.
The Job Role and Responsibilities
The job responsibility of a mid level Client Service Delivery Manager in B2B business is twofold: to ensure timely and efficient delivery of service/product to clients and to manage the client service team. The various responsibilities performed by a manager in this role would be:
Competencies and Skills Required
A mid level client service manager should possess an in-depth knowledge of the client and services that he/she is managing. The manager should be able to plan, execute and strategize effectively. The major skills and competencies that employers look for are:
Assessment for the 'Right' Mid Level Client Service Delivery Manager
Aspiring Minds has launched Situation Judgment Test (SJT) to help companies hire for mid-management level. SJT based testing is a globally accepted methodology to measure constructs ranging from problem solving and decision making to behavior traits. The following table illustrates how various skills and personality traits map to assessments required for the role:
Mid Management Client Service |
SJT Mapping |
Customer Relationship Management | Judgment : Mid to High |
Team Handling |
Ability to build leaders: Mid to High |
Assessments' Correlation to Performance
Globally, standardized assessments have been used for hiring for mid level Client Service Delivery Managers. The scores of these assessments show high 'validity' in predicting the success of the candidate as a mid level Client Service Delivery Managers in a B2B business setting. The objective criteria consist of assessments in business competencies like Problem Solving, Commercial Savviness, Judgment etc. SJT Tests are simulation based tests which rather than testing the hidden traits required for a job, simulate job scenarios and directly test whether the candidate will respond in the correct manner. In terms of job performance prediction for mid management level, SJTs have proved to be far superior as compared to aptitude, domain, personality and other traditional tests. Organizational efficiency can be improved by as much as 34% by using Situation Judgment Tests for recruitment of mid level managers.
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