Service Delivery Manager
Core
Manage operational relationships and service delivery for a select portfolio of customers, ensuring SLA compliance and resolving incidents.
Role type
Service Delivery Manager
Builds
Customer trust and operational stability for enterprise support services
Domain
IT Services / Customer Support
Deliverable
client delivery
Required skills
Client relationship management, Incident management, SLA monitoring, Stakeholder communication, Performance reporting, Escalation handling
Preferred skills
Strategic relationship building, Site visit management, Process improvement
Technologies
N/A
Responsibilities
Manage a select portfolio of customers post-implementation; Develop strategic relationships with senior/C-level contacts; Support customers with operational requirements via site visits and phone; Act as escalation point for support issues; Gauge customer satisfaction through regular reviews; Report on development requests and rollouts; Own critical incidents and coordinate resolution; Maintain high performance levels for service processes.
Seniority
Mid-Senior, hands-on IC