Service Delivery Manager
Core
Manage end-to-end delivery of SaaS products and services, acting as the primary client contact to ensure operational excellence and meet client expectations.
Role type
Service Delivery Manager
Builds
SaaS products and services
Domain
IT Services & SaaS
Required skills
IT service management frameworks (ITIL/SLA), stakeholder communication, team leadership, root cause analysis, KPI/SLA monitoring, process automation, technical infrastructure knowledge
Preferred skills
PMP certification, Linux/Web/Database experience, IoT/WiFi technologies
Technologies
Linux, Web apps, Databases, WiFi, IoT, Networking
Responsibilities
Act as primary client contact for service delivery matters; translate client requirements into implementation plans; define and enforce service delivery policies; lead and coach team members to meet SLAs; monitor KPIs and run root cause analyses; interface with cross-functional teams to resolve escalations; conduct periodic service reviews with clients; advocate for service automation and process improvements.
Seniority
Mid-level, hands-on management
