The Service Delivery Manager is a business relationship manager. You would be responsible for maintaining strong relationships with customers and ensuring high-quality service delivery. This role focuses on defining and monitoring Service Level Agreements (SLAs), driving operational automation, and optimizing the utilization of technical and human resources. The SDM also identify new technical and business opportunities to expand the scope of managed services.
Key responsibilities include:
- Acting as the primary liaison between customers and operational teams, representing customer interests internally while safeguarding company priorities.
- Managing operational accounts, reviewing tickets and requests, and ensuring alignment with customer expectations.
- Preparing and validating monthly Service Level Reports and presenting them during steering committee meetings.
- Reporting risks, issues, and business opportunities to internal stakeholders.
- Overseeing invoicing processes, ensuring accuracy and timely payment follow-up.
- Ensuring service delivery in compliance with contractual agreements and ITIL processes.
- Driving Continuous Service Improvement (CSI) initiatives to enhance efficiency and quality.
- Managing risks—operational, financial, and project-related.
- Handling critical incidents (including outside business hours) and coordinating resolution efforts.
- Managing change requests and small to medium-sized projects (up to approximately 100 days), including planning, cost estimation, and P&L accountability.
- Supporting pre-sales activities by validating service offers and accompanying sales teams when needed.