Service Delivery Manager
Core
Ensures solutions run per customer contracts and maintains scalable maintenance for complex technical solutions.
Role type
Senior Service Delivery Manager
Builds
Maintenance strategies and support operations for identity technology solutions
Domain
Identity technologies, biometrics, cryptography
Deliverable
client delivery
Required skills
maintenance strategy definition, crisis management, stakeholder communication, team management, KPI monitoring, budget management, incident management, coaching
Preferred skills
experience with high-severity incidents, autonomy in complex situations
Technologies
identity technologies, biometrics, cryptography
Responsibilities
Define maintenance strategies and associated quotes; Monitor customer service KPIs and maintenance budget; Manage field customer support engineers; Ensure communication with customers and internal stakeholders; Propose improvements to maintenance strategy; Manage complex and critical situations in autonomy; Coach less experienced Service Delivery Managers
Seniority
Senior, hands-on IC with mentorship