Service Delivery Manager
Core
Senior point of contact managing end-to-end delivery of complex voice and Unified Communications managed services to enterprise customers.
Role type
Senior Service Delivery Manager
Builds
Managed services for enterprise customers
Domain
Telecommunications / Unified Communications
Deliverable
client delivery
Required skills
Service Delivery Management, customer relationship management, service governance, major incident management, contract profitability analysis, cross-functional team leadership, SLA management, risk register development, service improvement planning
Preferred skills
IL4 certification, experience with Mitel/Microsoft Teams/Cisco/Avaya/Zoom platforms, contact centre technology knowledge, SC clearance
Technologies
SIP, VoIP, contact centre solutions, UC platforms, cloud-based communications services
Responsibilities
Serve as senior point of contact for service delivery and operational performance; Manage end-to-end delivery of UC and voice managed services ensuring SLAs; Lead service reviews, governance meetings, and executive business reviews; Analyse service performance data and implement improvement plans; Coordinate cross-functional teams and third-party suppliers; Drive major incident management and executive communications; Manage customer escalations; Develop service improvement plans and risk registers; Report KPIs, SLAs, and satisfaction metrics; Support contract renewals and account growth; Partner with Account Director on financial performance and margin improvement.
Seniority
Senior, hands-on IC
