Service Delivery Manager

I. PURPOSE

The Service Delivery Manager (SDM) is responsible for ensuring high levels of customer satisfaction, operational excellence, and seamless service delivery across all managed accounts. The role focuses on strengthening customer relationships, driving service renewals and expansions, and ensuring alignment between customer expectations and internal delivery capabilities.

The SDM serves as the primary coordination point among internal teams, business units, vendors, and customers to ensure timely resolution of issues, effective communication, and successful delivery of contractual obligations. The role also supports continuous improvement initiatives, customer retention strategies, and operational efficiency programs that contribute to overall business growth and customer success.

II. DUTIES AND RESPONSIBILITIES

Customer & Service Management

• Drive positive customer experience and customer loyalty through effective service delivery management.
• Establish and maintain strong relationships with customers, stakeholders, and internal business units.
• Address escalated customer concerns with urgency and coordinate the required resources for immediate resolution.
• Provide customers with timely updates on major incidents, escalations, and ongoing activities.
• Conduct regular customer meetings, operational reviews, and service status discussions.
• Present quarterly service reviews, including incident trends, operational performance, customer satisfaction, and gap analysis.

Operational & Process Management

• Monitor incident and problem management activities to ensure timely resolution and compliance with agreed service levels.
• Track and follow through on action items, commitments, and deliverables to ensure completion within target timelines.
• Enhance and improve existing systems, tools, and operational processes to support business requirements and improve efficiency.
• Coordinate and manage customer-facing projects and internal service improvement initiatives.
• Develop and maintain performance reports and dashboards aligned with team and business objectives.

Business & Renewal Support

• Actively monitor maintenance renewals, support contracts, and service opportunities to help maximize customer retention and revenue growth.
• Collaborate with Account Managers, Sales Teams, and other business units to support renewal strategies and customer engagements.
• Assist in customer negotiations related to service delivery concerns and contractual requirements.
• Evaluate overall contract and service performance by analyzing operational and financial data to identify opportunities for optimization and improvement.

Leadership & Collaboration

• Foster a collaborative working environment across teams and departments.
• Establish clear communication channels between business unit heads, technical teams, and service delivery stakeholders.
• Support employee development, continuous learning, and professional growth within the team.
• Promote a culture of accountability, operational excellence, and continuous improvement.

III. QUALIFICATIONS

• Bachelor's Degree in Information Technology, Computer Engineering, Business Management, or any related field.
• Minimum of 5–7 years of relevant experience in customer support, service delivery, project management, or related customer-facing roles.
• Strong understanding of service delivery operations, customer engagement, and incident management processes.
• Excellent communication, presentation, and stakeholder management skills.
• Capable of presenting operational and business updates to senior management and customer executives.
• Strong coordination and problem-solving skills with the ability to manage cross-functional teams.
• Knowledgeable in networking technologies, IT infrastructure, and enterprise solutions.
• Basic to intermediate technical knowledge related to Cisco or equivalent networking technologies is an advantage.
• Familiarity with project management methodologies and operational reporting tools.
• ITIL V4 Foundation Certification or equivalent certification is preferred.
• Experience in Service Provider or Managed Services environment is an advantage.
• Ability to work under pressure and manage high-severity incidents effectively.
• Strong attention to detail, analytical thinking, and organizational skills.

IV. WORKING CONDITIONS

• Willing to work in a highly collaborative and fast-paced environment.
• May be required to work beyond regular office hours during major incidents, escalations, or critical activities.
• Willing to attend customer meetings, operational reviews, and on-site engagements as needed.