Service Delivery Manager

Job Summary

Service Delivery Manager is a full-time position responsible for managing strategic customer relationships and serving as the senior escalation point for service-related issues, ensuring compliance with Service Level Agreements (SLAs) and driving continuous improvement in operational processes.

Key Responsibilities

• Act as the primary contact for customer service delivery issues and manage SLA performance
• Monitor end-to-end processes to ensure compliance with SLAs and identify improvement opportunities
• Facilitate operational reviews and lead communication with customers and stakeholders regarding process changes

Required Qualifications and Education

• Proven ability to analyze and resolve complex issues effectively
• Experience in service delivery or program management preferred
• Strong organizational and time management skills
• Experience with CRM systems and a solid understanding of Sales and Operations processes
• Advanced Excel skills required; ITIL Foundation certification is desirable