Service Delivery Manager
Core
Ensures solutions run in accordance with customer contracts and maintains scalable maintenance of IT infrastructure solutions.
Role type
Service Delivery Manager
Builds
Maintenance strategies, support plans, and crisis resolution actions for enterprise clients
Domain
IT Infrastructure / Managed Services
Deliverable
client delivery
Required skills
IT infrastructure management, service management, stakeholder management, crisis management, contract compliance, KPI monitoring, budget management, field team leadership, technical specification understanding
Preferred skills
ITIL certification, experience with regional or government projects, familiarity with managed services environments
Responsibilities
Define maintenance strategies and associated quotes; monitor customer service KPIs and maintenance budget; manage or oversee dedicated field customer support engineers; ensure communication with customer and internal stakeholders; propose improvements to maintenance strategy; manage critical situations with the customer; prepare and communicate Supports Activities Reports; present results to customer
