Service Delivery Manager (Customer Success / Post Sales)
Core
Managing service delivery, SLA compliance, and contract transitions for ICT accounts while leading a team of engineers.
Role type
Service Delivery Manager
Builds
Operational support and service delivery for assigned customer accounts
Domain
ICT Solutions and Services
Deliverable
client delivery
Required skills
SLA management, team leadership, stakeholder communication, project coordination, financial cost management, trend analysis, operational gap identification
Preferred skills
IT outsourcing experience, technical service delivery background, broad technology awareness
Technologies
desktop, system, network, helpdesk
Responsibilities
Lead and drive service delivery for assigned accounts; Accountable for the success of projects implementation; Manage and communicate with key holders on daily operational support; Monitor and ensure SLAs are met; Act as the point of contact for service delivery; Manage a team of desktop/system/network and helpdesk engineers; Provide customers with relevant reporting and trend analysis statistics; Identify operational gaps and drive to ensure closure; Maintain long term healthy customer relationships; Work on financial cost priorities; Ensure delivery to cost plan
Seniority
Mid-level, hands-on IC
