Service Delivery Manager

About the role

We are seeking an experienced Service Delivery Manager to lead customer support and managed services operations, ensuring exceptional service quality, customer satisfaction, and operational excellence.

Responsibilities

• Serve as the primary point of contact for customers following project go-live.
• Build and maintain strong relationships with key stakeholders and enterprise customers.
• Manage escalations, drive timely resolutions, and ensure effective communication throughout the process.
• Monitor and improve service performance, ensuring compliance with agreed Service Level Agreements (SLAs).
• Lead service review meetings and provide regular performance reporting.
• Ensure smooth transition from project delivery to ongoing support operations.
• Identify service improvement opportunities and enhance customer experience.
• Collaborate with Account Management, Delivery, Presales, and Support teams to ensure seamless service execution.
• Monitor contract scope, resource utilization, and support commercial activities including renewals and expansion opportunities.
• Support team performance management, KPI tracking, onboarding, and continuous development.

Requirements

• 7–10 years of experience in Service Delivery, Managed Services, or Support Operations.
• Previous experience within a System Integrator or IT Services Provider environment is essential.
• Proven track record managing enterprise customers and handling critical escalations.
• Strong customer relationship management and stakeholder engagement skills.
• Excellent communication, leadership, and organizational abilities.
• Ability to perform effectively in fast-paced and high-pressure environments.
• Broad understanding of IT infrastructure, ITSM, endpoint management, and security solutions.

Success Measures

• High Customer Satisfaction (CSAT)
• SLA Compliance (95%+)
• Reduced Escalations
• Improved Response and Resolution Times
• Customer Retention and Growth
• Identification of Upsell and Service Expansion Opportunities