Service Delivery Manager
Core
Primary link between clients and internal operations, driving service excellence across the customer lifecycle by resolving issues, managing communications, and optimizing billing.
Role type
Service Delivery Manager
Builds
Seamless service delivery and strengthened customer trust
Domain
Records and information management, digital transformation services
Deliverable
client delivery
Required skills
Account coordination, root-cause analysis, cross-functional collaboration, client onboarding/offboarding management, process optimization, data administration
Preferred skills
None stated
Technologies
Service management tools
Responsibilities
Manage allocated accounts and conduct quarterly performance reporting; Track, prioritize, and resolve service challenges while conducting root-cause analyses on SLA gaps; Collaborate with Records Management, scan sites, and billing teams to ensure accurate invoicing and compliance; Oversee Hypercare ramp-up for new accounts and decommissioned ramp-down for departing accounts; Drive continuous process improvements while maintaining compliance with information security and data protection guidelines.
Seniority
Mid-level, hands-on IC
