Customer Delivery Manager
Core
Primary point of contact for service delivery, balancing customer experience, performance, risk management, and continuous improvement for managed services.
Role type
Senior IC Customer Delivery Manager
Builds
End-to-end managed services delivery for enterprise customers
Domain
IT Managed Services / Business Operations
Deliverable
client delivery
Required skills
Stakeholder management, Service delivery governance, Incident and escalation management, Continuous improvement, Financial management, Commercial awareness
Preferred skills
ITIL, Six Sigma, Managed workplace services, Infrastructure services, Outsourcing
Technologies
Reporting tools, Data analysis tools, Collaboration tools
Responsibilities
Build trusted relationships with customer stakeholders at all levels, Lead regular service and business reviews, Ensure contracted services meet agreed service levels, Coordinate cross-functional and geographically distributed teams, Lead resolution of incidents, risks, and escalations, Monitor service health and drive corrective actions, Manage Requests for Change, Identify opportunities to simplify delivery and improve efficiency, Monitor KPIs, costs, and forecasts, Support financial health of the service, Identify growth or service expansion opportunities
