Service Delivery Contract Manager
Core
Manage operational and commercial aspects of customer service contracts, ensuring contractual obligations, service levels, and customer commitments are achieved.
Role type
Senior Service Delivery Contract Manager
Builds
Customer service contracts, service performance reports, governance documentation, and executive dashboards
Domain
IT Services / Managed Services / Telecommunications
Required skills
Contract governance, SLA management, customer success analytics, stakeholder management, data interpretation, process improvement, Microsoft Excel, Power BI
Preferred skills
ITIL Service Management, ServiceNow, Salesforce, Tableau, customer lifecycle management, enterprise customer support
Technologies
Microsoft Excel, Power BI, ServiceNow, Salesforce, Tableau, CRM, ITSM
Responsibilities
Monitor contractual obligations and service levels; develop monthly/quarterly service performance reports and customer scorecards; coordinate customer governance activities including service reviews; track contract renewals and prepare notice materials; identify contractual risks and compliance issues; drive continuous improvement in reporting and governance processes.
Seniority
Senior, hands-on IC