Senior Service Delivery Manager (Software)
Core
Manage day-to-day service delivery for commercial credit card and expense management software, ensuring contracted deliverables and customer satisfaction.
Role type
Senior Service Delivery Manager
Builds
Commercial credit card and expense management software services
Domain
Financial technology / SaaS
Deliverable
client delivery
Required skills
Incident and problem management, SLA monitoring and reporting, process improvement, stakeholder coordination, change management, service desk system administration
Preferred skills
Experience with major incident response, aligning service delivery with technical teams
Technologies
Service desk systems, SLA reporting dashboards
Responsibilities
Manage key systems and processes for service delivery, coordinate planned changes with customer representatives, ensure SLA compliance through analysis and reporting, act as a single point of contact for high-impact customer issues, drive process improvement projects, support Account Managers and Technical Support Specialists on new services.
Seniority
Senior, hands-on IC