Service Delivery Manager
Core
Manage customer support operations, team leadership, and service delivery to ensure SLA compliance and high customer satisfaction for AI-driven technology integrations.
Role type
Service Delivery Manager (Customer Support & Operations)
Builds
Customer support processes, service delivery frameworks, and team capabilities for technology integrators
Domain
IT Services / Managed Services / Technology Integration
Required skills
SLA management, team leadership, customer support operations, process improvement, escalation management, technical acumen, documentation, reporting, multi-tasking
Preferred skills
ITIL certification, ITSM platform expertise, analytics, governance
Technologies
ServiceNow, Remedy, Atlassian
Responsibilities
Achieve committed SLAs, Operational Efficiency & CSAT/NPS; Own the Customer Support process and drive quick resolution; Establish and adhere to customer support case management practices; Manage day-to-day customer support operations and team direction; Analyse, implement improvement and report on support metrics; Own escalated support issues; Identify technical issues and create internal documentation; Ensure service levels are maintained and evolve critical processes; Build Support career framework; Provide senior management with regular status reports.
Seniority
Mid-Senior, hands-on IC with team management
