Service Delivery Manager

About the role

We are looking for an experienced Service Delivery Manager to lead our customer support and managed services operations. You will be responsible for ensuring high service quality, customer satisfaction, and operational excellence across enterprise accounts.

Key responsibilities

• Serve as the primary point of contact for customers after project go‑live.
• Build and maintain strong relationships with key stakeholders and enterprise customers.
• Manage escalations, drive timely resolutions, and ensure clear communication throughout the process.
• Monitor and improve service performance, ensuring compliance with agreed Service Level Agreements (SLAs).
• Lead service review meetings and provide regular performance reporting.
• Ensure smooth transition from project delivery to ongoing support operations.
• Identify service improvement opportunities and enhance the customer experience.
• Collaborate with Account Management, Delivery, Presales, and Support teams for seamless service execution.
• Monitor contract scope, resource utilization, and support commercial activities including renewals and expansion opportunities.
• Oversee support team performance, KPI tracking, onboarding, and continuous development.

Required profile

• 7–10 years of experience in Service Delivery, Managed Services, or Support Operations.
• Previous experience within a System Integrator or IT Services Provider environment.
• Proven track record managing enterprise customers and handling critical escalations.
• Strong customer relationship management and stakeholder engagement skills.
• Excellent communication, leadership, and organizational abilities.
• Ability to perform effectively in fast‑paced and high‑pressure environments.

Required skills

• IT infrastructure
• IT Service Management (ITSM)
• Endpoint management
• Security solutions